Senior IT VIP Support Specialist

MongoDB
Palo Alto
Workplace: OnsiteFull timeUSD 64,000 - 127,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Proactive engagement","Executive discretion","Communication","Sound judgment","Troubleshooting","Calm under ambiguity","Relationship-building"]

Own end-to-end, single-threaded IT support for MongoDB’s West Coast VIP executives, covering everything from pre-onboarding provisioning through daily troubleshooting, incident response, and event readiness. Proactively monitor systems, stabilize executive devices and conferencing setups, and provide white-glove escalation via hotline and PagerDuty on rotation. Partner across IT/AV and executive stakeholders to ensure seamless digital experiences, secure operations, and high-touch board and All Hands event support.

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FursaFursa
MongoDB
MongoDB
1 month ago

Senior IT VIP Support Specialist

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Last checked: 13 hours agoStatus: Live

Job Summary

Own end-to-end, single-threaded IT support for MongoDB’s West Coast VIP executives, covering everything from pre-onboarding provisioning through daily troubleshooting, incident response, and event readiness. Proactively monitor systems, stabilize executive devices and conferencing setups, and provide white-glove escalation via hotline and PagerDuty on rotation. Partner across IT/AV and executive stakeholders to ensure seamless digital experiences, secure operations, and high-touch board and All Hands event support.
Location: Palo Alto
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the primary DRI for designated executives across the US West/NORAM region, owning their digital experience end-to-end and coordinating with EAs, Chief of Staff, and CEO Office teams.
  • •Own pre-Day-1 executive onboarding and provisioning, ensuring hardware and essential applications are ready before the executive’s first day, including confidentiality protocol handling for sensitive hires.
  • •Provide white-glove incident response and escalation via executive hotline and PagerDuty on-call rotation, and retain ownership of executive-impacting issues while managing handoffs.
  • •Maintain proactive care and stability for executive laptops and conferencing apps, performing continuous health checks and ensuring rooms and events are tech-ready.
  • •Run operational rigor and communication: manage structured ticketing with clear owners/estimates/definitions of done, scope problems before escalation, and report KPIs on MTTR/FTTR/CSAT.

Pay and Benefits

Salary: USD 64,000 - 127,000 annually
Perks:Equity401kPaid LeaveHealth Insurance

Key Requirements

  • •5+ years in IT end-user support, service desk, or field support, plus 2+ years supporting senior leaders, executives, or VIP stakeholders.
  • •Fluency in macOS, Windows, Google Workspace and/or Microsoft 365, and modern endpoint management.
  • •Proven ability to resolve complex, end-to-end issues across devices, networks, identity, and collaboration tools.
  • •Hands-on experience with Zoom, Zoom Rooms, Teams, meeting room systems, and AV components (cameras, mics, DSPs, control panels).
  • •Comfort using AI/automation (agent-assist, virtual agents, scripting) and operating within Jira or similar ticket/sprint systems with clear definitions of done.
Experience:5+ yearsSaaSTechnologyFinancial services
Skills:Proactive engagementExecutive discretionCommunicationSound judgmentTroubleshootingCalm under ambiguityRelationship-building
Languages:English
Tech Stack:MacOSWindowsGoogle WorkspaceMicrosoft 365Endpoint managementZoomZoom RoomsTeamsJiraPagerDutyOktaJAMFMerakiConfluenceSlackMonitoringUtelogyZoom dashboardsQSYSDSPs

Company Brief

MongoDB
Develops MongoDB, a leading general-purpose, document-based database platform that enables developers and enterprises to build scalable, high-performance applications with flexible data models and cloud-native capabilities.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2007
Glassdoor
Glassdoor: 4.1
WebsiteLinkedIn