Technical Account Manager

Description:

In this role, you will serve as the primary technical point of contact for a portfolio of universities and colleges, helping customers maximise the value of Google Workspace for Education to support teaching, learning and research. You will develop an understanding of each institution's IT environment, priorities and objectives, providing guidance, troubleshooting support and best-practice recommendations to help customers achieve success. As a trusted technical advisor, you will own the resolution of customer issues and escalations, collaborate with internal support teams, and provide clear communication throughout the troubleshooting process. You will also contribute to knowledge-sharing initiatives, identify recurring support trends, and help develop resources that empower both customers and internal teams. This role is ideal for a customer-focused technical professional who enjoys solving complex problems, building strong relationships, and supporting educational institutions in their digital transformation journey.

Location: Onsite, Leopardstown, Dublin 18

Role And Responsibilities

• Act as the technical point of contact for a portfolio of Higher Education institutions, developing a strong understanding of their IT environments, priorities and objectives.
• Own and manage the resolution of technical issues and escalations relating to Google Workspace for Education.
• Communicate clearly and professionally with customers, managing expectations throughout the troubleshooting and resolution process.
• Collaborate with internal support teams to ensure the timely and effective resolution of high-priority incidents.
• Provide practical guidance on Google Workspace best practices, including organisational unit (OU) structures, security configurations and third-party integrations.
• Respond to technical queries relating to the Google Workspace Admin Console and administrative tools.
• Gather customer feedback on product features, functionality and issues, sharing insights with internal stakeholders.
• Contribute to the development of technical documentation, knowledge articles and best-practice resources for university IT teams.
• Identify recurring support trends and opportunities to expand the knowledge base, enabling customers and internal teams to resolve issues more efficiently.
• Build trusted relationships with customer stakeholders and support the successful adoption and administration of Google Workspace services.
• Stay informed on developments in cloud collaboration technologies, education technology trends, and data privacy requirements relevant to Higher Education.

Skills & Responsibilities

• 1-3 years' experience in a customer-facing technical role such as Technical Support Engineer, IT Support Specialist or Systems Administrator.
• Experience administering Google Workspace or a comparable enterprise collaboration platform.
• Strong understanding of the Google Workspace Admin Console, including user provisioning, policy management and security controls.
• Experience with email routing and authentication technologies, including MX, SPF, DKIM and DMARC.
• Familiarity with command-line tools or scripting used for Google Workspace administration is advantageous (e.g. Google Apps Script, GAM).
• Strong communication skills, with the ability to explain technical concepts clearly to audiences with varying levels of technical expertise.
• Experience working within, or supporting, an IT department in an educational institution, including Higher Education, Further Education, or primary and secondary education settings.
• Familiarity with the wider education technology (EdTech) ecosystem, including Learning Management Systems (LMS) and identity and access management solutions.
• Knowledge of education-sector data protection and privacy requirements, including GDPR and related regulatory frameworks.
• Demonstrated ability to manage multiple priorities, work independently and maintain a customer-focused approach in a fast-paced environment.
• Bachelor's degree in a technical discipline or related field, or equivalent professional experience, qualifications and certifications.