Senior IT VIP Support Specialist

Role Overview & Executive ImpactServing as the West Coast anchor for MongoDB's Global VIP Support, this position acts as the “single-threaded DRI” for the technology needs of M3 — the CEO's direct reports — in the US Pacific time zone. You hold end-to-end accountability for their digital journey, from two weeks before Day 1 through daily operations, high-stakes events, global travel, and eventual offboarding, ensuring a seamless experience without handoff friction.The population you support is intentionally scoped and governed by HR and the Office of the CEO, not by IT — this is Phase 1 of a model designed to extend, tier by tier, to SVP+, then VP+, and ultimately the full Senior Leadership Team. The standards, runbooks, and judgment you establish now become the template each later phase reuses.This role prioritizes proactive engagement over traditional ticketing. By monitoring system health and resolving issues before they impact the executive, you act as a protective barrier for critical workflows. You combine high-level IT proficiency with AV expertise to lead high-stakes events and Board meetings, while also empowering the Executive Assistant community through specialized technical training.The way of working behind this role is built on a simple framework: routine diagnostics, health checks, and reporting are handled through automation and intelligent tooling wherever possible, freeing your time for the judgment calls, relationship-building, and in-person moments that actually require a human. Because this framework depends on staying ahead of what's possible, you are expected to stay current on emerging technology and AI trends and proactively evaluate how they can improve the executive support experience.Innovation through AI and automation is fundamental to this model. You will implement intelligent solutions to handle routine diagnostics and triage, eliminating manual toil so that human intervention is reserved for high-impact moments. These automations are designed to make the executive's digital experience more fluid and efficient without losing the personal touch of white-glove service.Because this is Phase 1, there is no long-established runbook to follow on day one — you will be building the playbook in parallel with live operations. Success in this role requires a blend of technical mastery, discreet judgment, disciplined execution inside a shared team workflow, and the composure to manage complex resolutions while maintaining absolute executive trust.This role can be based out of our Palo Alto office.Key ResponsibilitiesEverything in this role is confidential and governed by the company NDA. You will regularly handle material non-public information, executive personal data, and sensitive business context — work accordingly, by default, without exception.1. Single-DRI Ownership & Proactive EngagementMaintain full accountability for the digital experience. Act as the primary Directly Responsible Individual (DRI) for designated executives in the US West/NORAM region, providing global assistance as needed. This encompasses everything from initial pre-onboarding configurations to ongoing daily troubleshooting, event coordination, and travel supportBuild the relationships. Cultivate and manage key partnerships. Foster strong, reliable connections throughout the executive support circle, including the leader themselves, their Executive Assistant (your primary daily collaborator), the Chief of Staff, and the Customer Advocacy/Office of the CEO teams. Approach every engagement with professional executive presence, characterized by composure, sound judgment, and absolute discretionStay ahead of needs. Run regular check-ins on pain points, preferences, and upcoming needs; maintain each executive's event and travel calendar and reach out ahead of every key event and tripCommunicate progress with transparency. Keep every project you lead updated with an accurate status—On Track, At Risk, or Blocked—and alert your manager to scheduling concerns before deadlines pass. Monitor and report on weekly KPIs to ensure elite service levels for MTTR, FTTR, and CSAT2. Pre-Day-1 Onboarding & Provisioning (DRI-owned)Executive onboarding does not run on the standard automated flow. You own it from offer-accept so everything is ready before the executive's first day:Intake & assignment. Act on the same-business-day executive flag from Recruiting/HR; pick up the DRI assignment immediatelyStakeholder coordination. Two weeks before Day 1, connect with the EA / Chief of Staff to capture device and setup preferences and align on first-week needsOnboarding execution and readiness. You are responsible for ensuring all hardware is fully configured and delivered three business days before the start date, with all essential applications assigned prior to Day 1Confidentiality Protocol for Sensitive Hiring. For onboardings designated as confidential, implement supplementary title-masking and profile-concealment measures in addition to the primary DRI-led workflow—augmenting existing procedures rather than substituting them. As a general principle, handle all role-related data as inherently sensitive and confidential, strictly adhering to company NDA requirements3. White-Glove Incident Response & EscalationTop-tier executive hotline. Carry a monitored cell phone reachable by direct call or text for the most critical issues affecting the CEO and top executives — a path that bypasses the ticket queue so senior leaders always reach an immediate humanPagerDuty on-call. Participate in the global VIP after-hours/weekend rotation; acknowledge, apply workarounds, escalate per the VIP matrix, and coordinate with NYC/EMEA counterpartsWorld Class Handoffs. Hand non-VIP elements to regional L2/IT with clear diagnostic notes while retaining ownership of any executive-impacting thread. Follow the 24/7 handoff standard — APAC EMEA AMERICAS — passing overnight incidents, in-flight tickets, and open risks at every shift boundary so coverage never drops and customers feel the continuity4. Proactive Care, Stability & Event / All Hands SupportDevice health & stability. Maintain continuous, not just monthly, health checks across executive laptops, backup and mobile devices, and conferencing apps. Verify OS, security tooling, collaboration apps, and certificates ahead of every key event or trip — every environment gets a precheck before use, on an ongoing runbook basis, not a periodic oneHigh-stakes events. Own technical prep for West Coast Board meetings, earnings calls, All Hands, and customer keynotes — with both a production DRI and an overall DRI assigned in advanceInternal Comms partnership. Support run-of-show adherence and timing, slide advancement and content playback, panelist confirmation, speaker tech checks, and backup plansAV partnership & room expertise. Maintain deep knowledge of executive rooms (Zoom Rooms, Teams rooms, QSYS / DSPs, control systems, cameras, microphones); partner with AV Engineering for backstage live support and to remediate recurring room issuesMobile & connectivity. Keep executives connected with a redundant mobile setup — company device or eSIM redundant line, Verizon primary with T-Mobile backup — and apply carrier port-freeze / device-locked eSIM controlsTravel readiness. Prepare travel briefs (devices, adapters, connectivity, security, backup options) and issue the executive travel kit, especially for customer-facing tripsGlobal device logistics. Maintain visibility into loaner / depot stock for your region so a failed executive device can be replaced same-day, not only pre-staged in advance5. Operating Rigor, Communication & Escalation DisciplineThis role carries real autonomy, which only works if it's paired with disciplined execution and clear, professional communication. You will be expected to:Work inside a structured ticketing system (Jira or similar): every item you own has a stated owner, estimate, and written definition of done before it starts; if either is missing, flag it at planning rather than mid-executionScope before you escalate. When handed a new or ambiguous problem, take time to scope it and propose a path forward, bringing a specific blocker or decision point rather than an open-ended questionEngage with existing documentation first. When a colleague provides a runbook, guide, or process doc, work through it directly before requesting a walkthrough; if it has a gap, name the specific gapKeep escalation channels appropriate. Raise blockers, missed commitments, or interpersonal friction with your manager directly, in a 1:1 or DM. Cross-functional and senior-stakeholder channels stay short, action-forward, and focused on what you're doing next — not on what hasn't happened yetSurface capacity and coverage risk with data. Because this program is intentionally single-threaded per executive, proactively flags when workload, backup depth, or on-call load is approaching a breaking point, rather than absorbing it silentlySuccess Measures & ExpectationsPillar 1 — Single-DRI OwnershipZero escalations above this role, with consistent MTTR/FTTR/CSAT reporting and flat-to-up CSATStanding cadence with every M3 exec/EA, including at least one documented proactive savePillar 2 — Onboarding & Provisioning100% of hardware delivered 3+ business days pre-start with zero Day 1 entitlement gapsOnboarding runbook proven usable by another team member independently, including a clean confidentiality-protocol execution on a sensitive hirePillar 3 — Incident Response & EscalationZero missed PagerDuty acknowledgments, clean NYC/EMEA handoffs, and executive hotline response consistently on targetMeasurable drop in repeat incidents tied to the same root causePillar 4 — Events & Proactive Device CareNamed DRI for every Board meeting, earnings call, and All Hands — no last-minute scramblesLogged device precheck cadence with zero exec travel connectivity failures, including one same-day loaner save under pressurePillar 5 — Operating Rigor & CommunicationEvery ticket has owner, estimate, and DOD at kickoff, and escalations arrive with a decision point rather than an open-ended askAt least one proactive capacity/coverage risk flagged with data, with status reports trusted at face valuePhase 2 ReadinessPlaybooks and escalation matrix documented well enough to hand off without a rebuild, backed by a data-driven POV on what scalesAt least one AI/automation initiative with measurable toil reduction and one single-point-of-failure risk named and partially mitigatedCandidate ProfileCategoryAptitudeAttitudeExperience5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders, executives, or VIP stakeholdersComfortable operating in high-touch, high-pressure environments with discretionPlatform & ToolingStrong fluency in macOS, Windows, Google Workspace and/or Microsoft 365, and modern endpoint managementWillingness to stay current across multiple platforms and adapt as tools evolveTroubleshootingProven ability to resolve complex, end-to-end issues across devices, networks, identity, and collaboration toolsSound judgment for making practical tradeoffs under time pressure; calm under ambiguityCollaboration, AV & Live EventsHands-on experience with Zoom, Zoom Rooms, Teams, meeting room systems, and AV components (cameras, mics, DSPs, control panels)Composure and quick thinking during live, high-visibility events (All Hands, run-of-show)Training & CommunicationExceptional written and verbal communication skills; ability to translate technical workflows for non-technical usersPatience and empathy when tailoring communication for an EA or executive audienceAI & AutomationDemonstrated use of AI/automation (agent-assist, virtual agents, scripting) to reduce manual toilCuriosity and initiative to identify automation opportunities; judgment to know when human touch is neededProcess DisciplineComfortable working within Jira or similar structured ticket/sprint systems; skilled at scoping and writing definitions of doneProactive in flagging risk early rather than lateExecutive-Grade Communication & EscalationSkilled at concise, action-forward, owner-forward communication with senior stakeholdersDiscipline to escalate through the right channel rather than airing issues in shared threadsCustomer Mindset & DiscretionExperience handling sensitive information and NDA/MNPI-level confidentialityEmpathetic, patient, and service-oriented under demanding schedulesGeneral FitBroad technical aptitude across all categories abovePassion, self-driven learning, staying ahead of tech trends, strong attention to detailPreferredExperience in a high-growth SaaS, technology, or financial environment supporting senior leadershipFamiliarity with Okta, JAMF, Meraki, Confluence, Jira, Slack, and monitoring/alerting tooling (PagerDuty, Utelogy, Zoom dashboards)Experience partnering with AV Engineering, Workplace/Facilities, Internal Comms, and InfoSec to deliver high-quality live events and executive protectionHands-on experience with AI agent-assist tooling, virtual agents, or digital-employee-experience (DEX) platforms, and comfort with light scripting (Python, PowerShell, or workflow tools) to reduce repetitive manual tasks)Experience operating in a role without an established runbook or a predecessor, where playbooks are being built in parallel with live operationsAbout MongoDBMongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Req. ID: 2273487652MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.MongoDB’s base salary range for this role in the U.S. is:$100,000—$180,000 USD