MongoDB

5 days ago

Senior IT VIP Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 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: 4.1

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

MongoDB

5 days ago

Senior IT VIP Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

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

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: 4.1

Website LinkedIn