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Island is seeking a Technical Account Manager to serve as the trusted technical advisor for a portfolio of U.S. federal agency customers. This role bridges the gap between Island's browser-based security platform and government agencies, supporting them from initial deployment through operational maturity.
You will be the primary technical point of contact for federal customers, managing support cases, feature requests, and escalations while navigating each agency's unique change control and ticketing processes. You'll provide hands-on enablement and training to agency and systems integrator teams, building toward train-the-trainer models so government staff can operate the platform independently.
A key part of this role involves tailoring technical guidance to federal environments: PIV/CAC authentication, federal ICAM standards, government-furnished and BYOD equipment, bandwidth-constrained networks, and FedRAMP High or DISA Impact Level 5 compliance. You will support accreditation and continuous monitoring by providing configuration evidence, control narratives, and security artifacts to Information System Security Officers and Authorizing Officials—though you won't own the Authority to Operate (ATO) itself.
You'll keep customers informed of upcoming releases and capabilities, connecting them to agency priorities, Zero Trust initiatives, and federal executive orders. Collaboration is essential: you'll work across Product, Engineering, Support, Customer Success, and Island's federal channel and integrator partners to deliver a cohesive customer experience and feed market insights back into the product roadmap.
Island is backed by Coatue Management, Insight Partners, and Sequoia Capital, and is pursuing FedRAMP High authorization and DISA Provisional Authorization at Impact Level 5.
REQUIREMENTS:
- 5+ years in technical account management, solutions engineering, or post-sales technical roles in software or cybersecurity
- Demonstrated experience supporting U.S. federal departments and agencies (either from inside government or from a vendor)
- Strong technical foundation with enterprise IT products, ideally SaaS or security platforms
- Experience managing customer escalations, support tickets, and technical project management
- Excellent communication skills: ability to articulate complex ideas to technical and non-technical audiences, including contracting and security staff
- Proficiency with Salesforce, Jira, Confluence, and remote collaboration platforms
- Willingness to travel to agency sites (maximum 25%)
- Bachelor's degree in a technical discipline or equivalent experience preferred
