Executive IT Support, PagerDuty

• 5+ years of IT support experience, including a minimum of 3 years providing white-glove, dedicated support to C-Suite executives or senior leadership in a fast-paced technology environment
• Advanced expertise in macOS as the primary platform, with solid Windows proficiency in enterprise environments
• Deep hands-on knowledge of MDM platforms (JAMF and Intune), Zoom A/V hardware, and complex networking environments
• Strong proficiency administering enterprise SaaS applications - Google Workspace, Microsoft 365, Slack, Okta, and other productivity platforms
• Solid grounding in networking fundamentals: DNS, DHCP, VPNs, VLANs, and firewall configurations
• Demonstrated track record of proactive maintenance, detailed documentation, and disciplined follow-through
• Exceptional interpersonal skills - calm under pressure, decisive, and highly discreet. You understand the nuances of operating with the Office of the CEO
• Strong organizational skills and the ability to manage multiple, competing priorities in a globally distributed, fast-paced environment
• Knowledge of IT security best practices and ITIL principles
• We encourage you to submit your resume even if you don't meet every requirement

Desirable

• PagerDuty is looking for an Executive IT Support Engineer to join our IT Operations team
• In this critical, high-impact position, you will act as the primary technology partner for our CEO and Senior Leadership Team (SLT), providing Tier 3+ white-glove service
• Your mission is to ensure flawless, continuous technology operations for our executives, whether they are at our San Francisco headquarters, traveling for board meetings and earnings calls, or working from various home environments across global time zones
• In this role, you are far more than a support resource; you are a proactive partner and trusted advisor tasked with anticipating points of failure before they impact productivity
• You will take full end-to-end accountability for the technology ecosystem within the Office of the CEO, maintaining the highest levels of discretion and a calm presence
• By blending Tier 3+ technical expertise with a service-oriented mindset, you will ensure that technology remains seamless for our executive leaders
• Provide Tier 3+ white-glove technical support to the CEO, C-Suite, SLT, and Executive Assistants - ensuring prompt, seamless resolution of hardware, software, connectivity, and AV issues
• Take full end-to-end accountability for the technology experience across office, home, and mobile environments for the Office of the CEO
• Proactively monitor systems, anticipate points of failure - especially during critical business cycles and travel schedules - and resolve issues before they surface
• Build and maintain detailed technical run-books and travel-ready "Go-Kits" so that executive support remains consistent and predictable regardless of location or time zone
• Own the "success of the session" - conduct rigorous pre-flight AV testing and manage complex hybrid meeting configurations for board meetings, earnings calls, all-hands events, and keynote presentations
• Provide real-time, on-site technical presence during high-stakes executive meetings and events
• Collaborate with IT and the wider Technology group to implement and refine AI-driven tools and agentic platforms customized for executive requirements
• Support the automation of standard executive processes and enhance senior-level decision-making through the use of intelligent technology solutions
• Provision, manage, and sustain macOS and Windows environments, utilizing JAMF and Intune Autopilot for executive-level device deployment
• Manage and assist with enterprise SaaS ecosystems, including Google Workspace, Microsoft 365, Slack, Zoom, Okta, and associated platforms
• Oversee IT hardware assets, manage procurement, and ensure the swift repair or replacement of equipment
• Manage executive identity and access - balancing high-security requirements with low-friction daily workflows, troubleshooting authentication issues, and ensuring Okta and MS Entra best practices are maintained
• Enforce IT security policies and best practices across all executive-managed devices and accounts
• Execute timely employee onboarding and offboarding, including provisioning and de-provisioning of devices, accounts, and access
• Use JIRA Service Management to triage, acknowledge, and resolve tickets in alignment with aggressive SLA standards appropriate for executive-level support
• Collaborate with IT Operations globally (EMEA, APAC, LATAM, USA) on projects, platform rollouts, and process improvements
• Participate in infrastructure upgrade cycles, technology refresh programs, and IT-wide initiatives