# Senior IT VIP Support Specialist

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Palo Alto, CA
**Role:** IT Support
**Salary:** $64k – $127k/yr
**Experience:** 5+ years
**Skills:** it support, av support, executive support, Jira, pagerduty, zoom rooms, microsoft teams, qsys, AI Automation, device provisioning, mobile device management, travel tech support
**Posted:** 2026-07-16

> Serve as the single-threaded DRI providing white-glove, proactive IT and AV support to MongoDB's top M3 executives (CEO direct reports). Own end-to-end digital experience including onboarding, incident response, high-stakes events, travel prep, and automation/AI-driven proactive care while building the playbook for this new VIP support model.

## Job Description

## Key Responsibilities

- Act as the single-threaded Directly Responsible Individual (DRI) for the digital experience of M3 executives (CEO's direct reports) in the US Pacific time zone, providing end-to-end support from pre-onboarding through daily operations, high-stakes events, global travel, and offboarding.
- Build and maintain strong relationships with executives, Executive Assistants, Chiefs of Staff, and Office of the CEO teams, approaching all engagements with professional presence, composure, judgment, and absolute discretion.
- Conduct proactive check-ins on pain points, preferences, and upcoming needs; maintain event and travel calendars and reach out ahead of key events and trips.
- Monitor and report on weekly KPIs including MTTR, FTTR, and CSAT; communicate project status transparently (On Track, At Risk, or Blocked).
- Own executive onboarding from offer acceptance: coordinate with stakeholders for device and setup preferences, ensure hardware is configured and delivered three business days before start date, and handle confidential onboardings with title-masking and profile-concealment measures.
- Provide top-tier white-glove incident response via monitored executive hotline (bypassing ticket queue) and participate in global PagerDuty on-call rotation for after-hours support.
- Perform continuous device health checks (laptops, backups, mobile devices, apps, certificates) ahead of events and trips; own technical preparation for Board meetings, earnings calls, All Hands, and keynotes (including production and overall DRI assignments).
- Partner with Internal Comms for run-of-show, slide advancement, tech checks, and backup plans; maintain deep expertise in executive AV rooms (Zoom Rooms, Teams rooms, QSYS, control systems, cameras, microphones) and partner with AV Engineering for live support.
- Manage mobile and connectivity with redundant setups (Verizon primary, T-Mobile backup, eSIM controls); prepare travel briefs and kits; maintain visibility into regional loaner/depot stock for same-day device replacement.
- Work within structured ticketing systems (Jira or similar) with disciplined execution, clear communication, and escalation protocols; participate in global handoffs (APAC → EMEA → AMERICAS) to ensure 24/7 coverage.
- Implement automation and intelligent tooling for routine diagnostics, health checks, and triage to minimize manual toil; stay current on emerging technology and AI trends to proactively improve the executive support experience.
- Build the playbook for this Phase 1 role in parallel with live operations, establishing standards, runbooks, and judgment that will template future phases for SVP+, VP+, and the full Senior Leadership Team.

## Requirements
- High-level IT proficiency combined with AV expertise for leading high-stakes events and Board meetings.
- Experience providing white-glove, proactive executive support with absolute discretion when handling confidential information, material non-public data, and sensitive business context (governed by company NDA).
- Strong judgment, composure, relationship-building skills, and ability to act as a protective barrier for critical executive workflows.
- Proficiency with ticketing systems (Jira or similar), PagerDuty on-call processes, and global handoff standards.
- Ability to blend technical mastery with disciplined execution in a shared team workflow.
- Commitment to staying current on emerging technology and AI trends for automation and innovation in executive support.
- Based in or able to work from the Palo Alto office.

## Nice-to-Haves
- Experience building playbooks and runbooks from scratch for new support models.
- Background in empowering Executive Assistant communities through technical training.
- Expertise in mobile connectivity solutions, travel tech preparation, and AV/conferencing systems (QSYS, DSPs, control systems).

## Similar roles

- [Sr. IT Endpoint Engineer](https://hotfix.jobs/jobs/2aac4318-b547-4b32-8405-91f04591931a) - Reltio - Massachusetts - $69k – $152k/yr
- [Senior Workday Analyst](https://hotfix.jobs/jobs/0bcacc8c-aba6-47c8-86ad-d39ca2312ee4) - Navan - San Francisco, CA - $76k – $169k/yr
- [Senior IT Engineer](https://hotfix.jobs/jobs/e5b3baf0-8954-4dfc-b23a-69c2e938c059) - Dandy - Remote - $95k – $112k/yr
- [Senior Systems Administrator](https://hotfix.jobs/jobs/242f1511-0c21-4f43-aa05-db6922e352fc) - Shield AI - Dallas, TX - $97k – $140k/yr
- [Sr Information Systems Engineer](https://hotfix.jobs/jobs/8967dc20-3499-4478-974f-a4a2b4b6e4d7) - Cribl - Remote - $99k – $156k/yr

**Apply:** https://hotfix.jobs/jobs/ea812d4f-9fa1-4a57-9ae3-95eebda6a72e
**Canonical:** https://hotfix.jobs/jobs/ea812d4f-9fa1-4a57-9ae3-95eebda6a72e