Senior IT VIP Support Specialist

Join MongoDB as a Senior IT VIP Support Specialist, where you will be the primary point of contact for the technology needs of the CEO's direct reports in the US Pacific time zone. You will have end-to-end accountability for their digital journey, from onboarding to daily operations, high-stakes events, global travel, and offboarding. This role prioritizes proactive engagement over traditional ticketing, and you will combine high-level IT proficiency with AV expertise to lead high-stakes events and empower the Executive Assistant community through specialized technical training. You will also be responsible for staying current on emerging technology and AI trends, implementing intelligent solutions to improve the executive support experience, and building the playbook for future phases of the program.

• Act as the primary Directly Responsible Individual (DRI) for designated executives in the US West/NORAM region, providing global assistance as needed, from initial pre-onboarding configurations to ongoing daily troubleshooting, event coordination, and travel support.
• Cultivate and manage key partnerships, fostering strong, reliable connections throughout the executive support circle, including the leader themselves, their Executive Assistant, the Chief of Staff, and the Customer Advocacy/Office of the CEO teams.
• Own technical preparation for high-stakes events, including Board meetings, earnings calls, All Hands, and customer keynotes, ensuring all hardware is fully configured and delivered three business days before the start date.
• Comfortable operating in high-touch, high-pressure environments with discretion
• 5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders, executives, or VIP stakeholders
• Willingness to stay current across multiple platforms and adapt as tools evolve
• Strong fluency in macOS, Windows, Google Workspace and/or Microsoft 365, and modern endpoint management
• Sound judgment for making practical tradeoffs under time pressure; calm under ambiguity
• Proven ability to resolve complex, end-to-end issues across devices, networks, identity, and collaboration tools
• Composure and quick thinking during live, high-visibility events (All Hands, run-of-show)
• Hands-on experience with Zoom, Zoom Rooms, Teams, meeting room systems, and AV components (cameras, mics, DSPs, control panels)
• Exceptional written and verbal communication skills; ability to translate technical workflows for non-technical users
• Patience and empathy when tailoring communication for an EA or executive audience
• Demonstrated use of AI/automation (agent-assist, virtual agents, scripting) to reduce manual toil
• Curiosity and initiative to identify automation opportunities; judgment to know when human touch is needed
• Comfortable working within Jira or similar structured ticket/sprint systems; skilled at scoping and writing definitions of done
• Proactive in flagging risk early rather than late
• Discipline to escalate through the right channel rather than airing issues in shared threads
• Skilled at concise, action-forward, owner-forward communication with senior stakeholders
• Experience handling sensitive information and NDA/MNPI-level confidentiality
• Empathetic, patient, and service-oriented under demanding schedules
• Broad technical aptitude across all categories above
• Passion, self-driven learning, staying ahead of tech trends, strong attention to detail
• Experience in a high-growth SaaS, technology, or financial environment supporting senior leadership
• Familiarity 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 protection
• Hands-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 operations