Technical Account Manager - US Federal

Island; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Island is seeking a dedicated Technical Account Manager (TAM) to guide federal agency customers from onboarding to operational maturity. You’ll be the technical lead, coordinating with product and engineering teams to ensure security, compliance, and reliable service across the agency stack.

You’ll work from Island’s Coppell, TX headquarters, with up to 25% travel to agency sites. A strong background in federal cybersecurity, SaaS, and post-sale support is required, along with exceptional

Qualifications

• 5+ years in a technical account management, solutions engineering, or post-sales technical role in software or cybersecurity.
• Experience supporting U.S. federal departments and agencies, either from inside government or from a company that sells to it.
• Strong technical foundation and experience supporting enterprise IT products, ideally SaaS or security platforms.
• Experience handling customer escalations, support tickets, and technical project management.
• Excellent communication skills — able to clearly articulate complex ideas to technical and non-technical audiences, including contracting and security staff.
• Comfortable with tools like Salesforce, Jira, Confluence, and remote collaboration platforms.
• Willingness to travel to agency sites, a maximum of 25 percent.
• Bachelor’s degree in a technical discipline or equivalent experience preferred.

Responsibilities

• Be the Trusted Advisor - Serve as the technical point of contact for a portfolio of federal agency customers, guiding them through onboarding to operational maturity.
• Support & Troubleshooting - Proactively manage and assist with support cases, feature requests, and escalations within change control and ticketing processes.
• Enablement & Training - Train agency and integrator teams to deploy, manage, and operationalize Island with best practices for federal scrutiny.
• Configuration & Optimization - Tailor guidance for environments with PIV/CAC, ICAM, BYOD, FedRAMP or IL5 tenancy.
• Accreditation & Compliance Support - Provide evidence and narratives for authorization and continuous monitoring.
• Feature & Release Guidance - Inform customers of releases and connect to agency priorities and federal milestones.
• Collaborate Across Teams - Work with Product, Engineering, Support, Customer Success and partners to ensure a unified customer experience.

Skills

TAM experience

Federal experience

Security SaaS

Escalation mgmt

Clear communicator

Salesforce

Jira

Confluence

Travel willingness

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Jira

Confluence

Job description

Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely.

Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume.

Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises.

Come build with us. Together, we’re changing how the world works.

Island is the ideal environment for federal work, where security is everywhere without ever getting in the way.

Island unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace—so agencies get universal visibility and control, and users get a fast, fluid, beautifully simple experience. It’s not just a better way to secure work. It’s a better way to work. Backed by investors like Coatue Management, Insight Partners, and Sequoia Capital, and trusted by some of the largest, most respected agencies on the planet, Island is redefining what the modern workplace can be.

Come join us in building something that’s already changing how the world works.

At Island, we’re not just solving technical problems — we’re helping customers fully realize the power of our browser. That’s where you come in. We’re looking for a passionate, detail-oriented, and relationship-driven Technical Account Manager (TAM) to be a key strategic partner for our federal customers.

This role sits at Island’s headquarters in Coppell, Texas, and supports U.S. federal departments and agencies and the systems integrators who serve them. Island is officially “In Process” for both FedRAMP High authorization and a DISA Provisional Authorization at Impact Level 5, and agencies and enterprises intend deployments on both. You will be the technical relationship that carries those programs from first install to operational maturity. If you thrive at the intersection of technology and people — and you know how to make progress inside a government environment — we want to talk to you.

What You’ll Be Doing

• Be the Trusted Advisor - Serve as the technical point of contact for a portfolio of federal agency customers, guiding them through every stage of their journey — from onboarding to operational maturity.
• Support & Troubleshooting - Proactively manage and assist with support cases, feature requests, and escalations. Open, monitor, and drive resolution while working inside each agency’s change control and ticketing process.
• Enablement & Training - Train agency and integrator teams to deploy, manage, and operationalize Island using best practices that hold up under federal scrutiny. Build toward train-the-trainer, so government staff can run the platform without Island in the loop.
• Configuration & Optimization - Tailor configuration guidance to environments most commercial customers never see: PIV and CAC authentication, federal ICAM, government furnished equipment and BYOD, bandwidth-constrained networks, and FedRAMP or Impact Level 5 tenancy.
• Accreditation & Compliance Support - Supply the configuration evidence, control narratives, and artifacts that Information System Security Officers and Authorizing Officials ask for during authorization and continuous monitoring. You will not own the ATO, but you will be the person who helps make the technical case legible.
• Feature & Release Guidance - Keep your customers informed of upcoming releases and new capabilities, and connect them to the agency’s own priorities and Zero Trust, executive order (EO), and other federal milestones.
• Collaborate Across Teams - Partner with Product, Engineering, Support, Customer Success, and Island’s federal channel and integrator partners to deliver one coherent customer experience, and feed what you learn back into the roadmap.

What We’re Looking For

• 5+ years in a technical account management, solutions engineering, or post-sales technical role in software or cybersecurity.
• Experience supporting U.S. federal departments and agencies, either from inside government or from a company that sells to it.
• Strong technical foundation and experience supporting enterprise IT products, ideally SaaS or security platforms.
• Experience handling customer escalations, support tickets, and technical project management.
• Excellent communication skills — able to clearly articulate complex ideas to technical and non-technical audiences, including contracting and security staff.
• Comfortable with tools like Salesforce, Jira, Confluence, and remote collaboration platforms.
• Willingness to travel to agency sites, a maximum of 25 percent.
• Bachelor’s degree in a technical discipline or equivalent experience preferred.

Eligibility Requirements

Must be a U.S. citizen.

• Must be eligible to pass a federal background investigation, either an SF-85 for a Public Trust position or an SF-86 for a National Security position, depending on the customer environment. Island will sponsor the investigation where a customer requires it.
• Must be based at Island’s headquarters in Coppell, Texas.

Nice to Have

• An active or recently active federal security clearance or public trust determination.
• Familiarity with FedRAMP, the DoD Cloud Computing Security Requirements Guide and its impact levels, NIST SP 800-53, the Risk Management Framework, and the DoD Zero Trust Capabilities and Activities.
• Hands-on experience with federal ICAM, PIV and CAC, SAML, and SCIM.
• Experience delivering through Carahsoft, cloud marketplaces, or large systems integrators.
• Experience with virtual desktop reduction, privileged access management, or third-party and contractor access programs in a government program.

Data Privacy

You can find information on how we process and protect your personal data in our Candidate and Employee Privacy Notice. For any privacy-related questions, contact us at [e-mail].