Technical Account Manager

Key Responsibilities

1. Customer Technical Support & Issue Management

• Serve as a technical point of contact for a portfolio of Higher Education institutions, gaining a working understanding of their IT infrastructure and goals.
• Own and manage the resolution of technical issues and escalations related to the Google Workspace for Education platform.
• Provide clear and professional communication to customers, managing expectations throughout the troubleshooting process.
• Coordinate with internal support teams to ensure timely and effective resolution for high-priority incidents.

2. Technical Guidance & Best Practices

• Provide practical guidance on Google Workspace best practices for the Higher Ed environment, including organizational unit (OU) structure, security settings, and third-party integrations.
• Answer technical questions about the Google Workspace Admin Console and administration tools.
• Gather customer feedback on product features and issues to share with internal teams.

3. Community & Knowledge Contribution

• Contribute to the development of technical documentation and best-practice resources for university IT staff.
• Identify common support trends to help build a knowledge base that empowers clients and internal teams to solve problems more efficiently.

Qualifications & Skills

Core Traits We Value:

• Patience & Empathy: The ability to listen, understand, and guide customers through technical challenges.
• Adaptability & Flexibility: You can handle shifting priorities and find effective solutions in a fast-paced environment.
• Curiosity: A strong desire to learn how each institution works and solve technical puzzles.
• Resilience: The capacity to manage challenging customer conversations, maintaining a helpful and professional demeanor.

Required Qualifications:

• Experience: 1-3 years in a customer-facing technical role (e.g., Technical Support, Systems Administrator) with a focus on administering Google Workspace or a similar enterprise collaboration suite.
• Technical Acumen:
• Solid understanding of the Google Workspace Admin Console, including user provisioning, policy management, and security controls.
• Experience with core email routing concepts (MX, SPF, DKIM, DMARC).
• Familiarity with command-line tools or scripting for Google Workspace administration is a plus. (Google Apps Script, GAM)
• Communication: Strong ability to articulate technical topics clearly to a diverse audience.

Preferred Qualifications:

• Direct experience working within or for an IT department in an EDU institution - K12 or Higher Education
• Familiarity with the broader EdTech landscape, including Learning Management Systems (LMS) and identity management solutions.
• Knowledge of data privacy regulations relevant to education, such as FERPA.

Preferred Education:

Bachelor's degree in a technical or related field, or equivalent professional experience and certifications.