Technical Account Manager - Google EDU

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About the Technical Account Manager – Google EDU: 

We are seeking a dedicated and empathetic Technical Account Manager to provide direct technical support to our Education customers. In this role, you will be a technical point of contact for a portfolio of universities and colleges, helping them utilize Google Workspace for Education to support teaching, learning, and research. 

This role requires a practical understanding of the Google Workspace ecosystem and an ability to troubleshoot issues within a university IT environment. The ideal candidate is a patient and curious problem-solver who excels at managing technical issues and providing clear, timely support to clients. You will be instrumental in the day-to-day success of our customers by helping them with their technical challenges. 

Location: US - Remote

What will you do?    

• Serve as a technical point of contact for a portfolio of 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. 

• Provide practical guidance on Google Workspace best practices for the 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. 

• 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. 

What Will You Need to Succeed? 

• 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. 

• Solid understanding of the Google Workspace Admin Console, including user provisioning, po