Senior Executive IT Support Specialist, MongoDB

• This role requires excellent judgment, calm under pressure, empathy, and the ability to drive complex issues to resolution while maintaining executive trust
• 5+ years in IT end-user support, service desk, or field support
• Meaningful experience (ideally 2+ years) supporting senior leaders, high-touch stakeholders, or VIP users
• Strong experience with macOS and Windows, common productivity suites (Google Workspace and/or Microsoft 365), and modern endpoint management
• Proven ability to troubleshoot complex, end-to-end issues across devices, networks, identity, and collaboration tools
• Comfortable working in ambiguous, time-sensitive situations and making practical tradeoffs
• Hands-on experience with video conferencing platforms (Zoom, Zoom Rooms, Teams, etc.) and meeting room systems
• Experience supporting live events or All Hands (e.g., slide advancement, panelist support, run-of-show execution)
• Familiarity with common AV components (cameras, microphones, DSPs, control panels) and how they interact in a room
• Exceptional written and verbal communication skills
• Experience explaining workflows, tools, or best practices to non-technical users, and adapting training material for an EA audience
• Empathetic, patient, and service-oriented; comfortable supporting demanding schedules and high expectations
• Discreet and trustworthy with sensitive information

Desirable

• This role is a cornerstone of our Global VIP Support function, responsible for proactive, high-touch (“white-glove”) technology support for our most senior leaders and their Executive Assistants (EAs)
• As the West Coast VIP Support Ambassador, you are the single-threaded owner for executive technology needs in the US Pacific time zone, partnering closely with our NYC (US/Eastern) and Dublin (EMEA) VIP specialists to deliver near 24×5 global coverage
• You will blend senior-level IT support with strong AV and collaboration expertise to protect the most critical executive workflows and events
• You will also play a key role in developing and delivering IT training for the EA community, and partnering with Internal Comms and AV on All Hands support
• End-to-end ownership of VIP incidents (P0–P3) during West Coast core hours (typically 9:00–18:00 PT)
• Triage, diagnose, and resolve issues across devices, apps, networking, conferencing, and AV
• Own communication, status updates, and follow-through until full resolution
• Join meetings live for shadow checks, audio/video verification, and real-time triage
• Rapidly implement workarounds (room swaps, dial-in bridges, alternate devices) when needed
• Participate in the global VIP on-call rotation for after-hours/weekend executive incidents
• Acknowledge and route alerts, escalate per the VIP escalation matrix, and coordinate with NYC/EMEA counterparts
• Quickly identify non-VIP/general tickets, capture clear diagnostic notes, and hand off to regional L2/IT support
• Remain the escalation point when the issue has executive impact
• Perform regular health checks on executive laptops, backup devices, mobile devices, and conferencing apps
• Ensure OS, security tooling, collaboration apps, and certificates are up to date prior to key events or travel
• Own technical prep for West Coast-based Board meetings, earnings calls, All Hands, customer keynotes, and other VIP events
• Partner with Internal Comms on All Hands execution, including:
• Slide advancement and content playback
• Run-of-show adherence and timing
• Panelist confirmation, speaker tech checks, and backup plans
• Partner with the AV team to provide backstage live support, including green room coordination, backstage comms, and rapid issue triage during broadcasts
• Maintain a deep understanding of executive rooms and spaces (Zoom Rooms, Teams rooms, DSPs, control systems, cameras, mics)
• Partner with AV Engineering to quickly remediate recurring room issues and ensure executive spaces meet reliability targets
• Identify repeatable VIP support workflows and collaborate with IT/AV engineering to automate (e.g., monitoring alerts, health checks, loaner kit workflows, report generation)
• Build trusted relationships with executives and their EAs as their direct technology partner
• Conduct regular check-ins to understand pain points, preferences, upcoming travel, and event calendars
• Design and deliver IT training and development programs for the EA team, focused on collaboration tools, meeting best practices, AV room usage, and VIP playbooks
• Create short guides, office hours, and targeted sessions to help EAs execute complex events and day-to-day workflows with less friction
• Prepare travel briefs (devices, adapters, connectivity, security, backup options) for executive trips
• Coordinate with hotels, venues, and customer sites on AV and network readiness when required
• Provide occasional on-site support at home offices or offsite locations as needed
• Keep VIP runbooks, playbooks, and checklists current for core tools (Zoom, Teams, WebEx if used, room systems, travel setups)
• Contribute to internal knowledge bases to reduce repeat incidents and enable broader IT teams and EAs to support executives effectively
• Success Measures and Expectations:
• 0–30 Days: Foundational Readiness & Onboarding
• Fully up to speed on the services and technologies we deploy and maintain
• Successfully passed a mock P0 drill, demonstrating calm under pressure and ability to use communication templates
• Complete full runbook, PagerDuty, and Zendesk workflow training
• Shadow two full on-call rotations before taking primary ownership
• 30–90 Days: Independent Ownership & Proactive Action
• Independently handle day-to-day VIP IT tasks and manage regional handoffs at shift end
• Actively initiate monthly VIP device health checks for assigned executive portfolios
• Fully own triage and resolution for VIP P0/P1 incidents within assigned SLAs (e.g., P0 First Response < 15 min; P1 First Response < 30 min)
• Begin actively developing novel solutions to inefficient processes and problems in your region
• 90 Days – 1 Year: Efficiency, Strategy & Process Ownership
• Achieve and consistently maintain high weekend SLA compliance (>98%) for PagerDuty coverage
• Lead quarterly EA roundtable/account reviews for your assigned executive portfolio
• Drive a measurable decrease month-over-month in repeat incidents by owning and implementing preventative actions
• Think largely in terms of efficiency, using the skills necessary to execute on automation ideas, and become a trusted technical voice in the organization