Customer Software Support jobs in Dublin, County Dublin

About MarketStar:

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation.

Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.

We are excited to have you apply to join our MarketStar team and can’t wait to discuss how we can help you find growth!

About the Technical Account Manager, Higher Education role:

MarketStar is seeking a Technical Account Manager to support a global technology leader's Education business across Europe, the Middle East and Africa (EMEA).

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.

What We Offer:

In our commitment to our “We Care” value, we believe in providing employees with valuable mental and physical well-being benefits including:

• Comprehensive VHI Health cover from day one
• Company Pension Plan
• Structured training & career development opportunities
• Education reimbursement & Employer-matched Pension Scheme after 6 months
• Paid birthday leave
• Personal Hardship Loan Program
• Mental health and 24/7 employee assistance program
• Bike To Work Scheme / Taxsaver Leap Card Scheme
• Top-performer and tenure awards

Compensation Range: €63,000 - €73,000 EUR

The pay for this position is basic salary per annum of €63,000 with an additional variable bonus component of €10,000 . There are several factors to consider including but not limited to, the role’s responsibilities, experience, location, education/training, internal equity, and key skills. Your recruiter will provide more detailed information during the interview process.

MarketStar is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state, and local laws that prohibit employment discrimination. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please contact us at people.success@marketstar.com for assistance.

Benefits:

• Additional leave
• Bike to work scheme
• Childcare
• Company events
• Company pension
• Employee assistance program
• Employee discount
• Private dental insurance
• Private medical insurance
• Sick pay
• Store discount
• Wellness program