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.