IT Support Engineer, Executive Support

Responsibilities

• Stand up the executive support intake channels and run it: monitor, respond, and follow through on every request from executives, ABPs, and board members
• Define the white-glove service model for discretion-sensitive asks and deliver to it, holding confidentiality under pressure
• Design the board-meeting AV support playbook with the AV pod, and provide AV support for executive rooms and board meetings, from setup and pre-checks through live triage
• Create exec-support runbooks and SLAs that keep the service consistent as it grows
• Build trusted relationships with ABPs and executive staff, and establish clear intake paths so leadership knows exactly where to go
• Handle ABP escalations and exec-urgent issues calmly, and route into specialist lanes or IT Engineering pods when a request needs them
• Establish the board member device, account, and access setup process with our Onboarding lane
• Work the shared ticket queue with the SF Core team: walk-ups, desk-side help, hardware swaps, it-assist overflow, and AV T1 triage
• Participate in the Core on-call rotation and contribute to the knowledge base and runbooks
• Maintain a regular on-site presence in San Francisco

Requirements

• 7+ years of experience in IT support and 3+ years in executive support
• Experience standing up a service or program from scratch, such as an executive support desk, a VIP support function, or a white-glove service
• Experience supporting executives, their assistants, or a board to a white-glove standard
• A track record of handling sensitive requests with discretion, and the judgment to know what stays confidential without being told
• Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle
• AV fluency for executive rooms and board meetings: you can set up, verify, and fix a room under time pressure
• Composure when an urgent escalation lands, and the judgment to know when to pull in help
• High polish and low ego: you take pride in service quality and still pick up whatever the team needs, including the ordinary queue work
• A security-first mindset and excellent judgment about when user experience yields to security requirements
• Comfort with ambiguity: you can make progress before the process exists, and you enjoy shaping how things should work
• The instinct to write things down: runbooks, KB articles, and status updates that keep people informed
• Bachelor’s degree or an equivalent combination of education, training, and/or experience

Nice-to-Haves

• Experience supporting a C-suite or board of directors at a company with significant security or compliance requirements
• AV depth beyond first response, such as broadcast, live events, or room design input
• Experience building runbooks, self-service content, or support automation
• Experience supporting AI/ML research environments or highly technical user bases