Senior IT Specialist, Executive Technology

West Coast anchor for MongoDB's Global VIP Support, acting as the single-threaded DRI for the technology needs of E-Staff (the CEO's direct reports) in the US Pacific time zone. End-to-end accountability for their digital journey, from pre-onboarding through daily operations, high-stakes events, global travel, and offboarding. Phase 1 of a model designed to extend to SVP+, VP+, and ultimately the full Senior Leadership Team. Prioritizes proactive engagement over traditional ticketing, combining high-level IT proficiency with AV expertise to lead high-stakes events and Board meetings, while empowering the Executive Assistant community through specialized technical training. Routine diagnostics and health checks are handled through automation and intelligent tooling, freeing time for judgment calls and relationship-building. Expected to stay current on emerging technology and AI trends and implement intelligent solutions to reduce manual toil.

• Single-DRI ownership: primary DRI for designated executives in the US West/NORAM region, providing global assistance as needed; manage relationships with executives, EAs, Chiefs of Staff, and Office of the CEO teams; run regular check-ins; maintain event and travel calendars; report on weekly KPIs (MTTR, FTTR, CSAT).
• Pre-Day-1 onboarding: own executive onboarding from offer-accept; coordinate with EA/Chief of Staff two weeks before Day 1; ensure hardware configured and delivered three business days before start; implement confidentiality protocols for sensitive hires.
• White-glove incident response: carry monitored cell phone for critical issues; participate in global VIP after-hours/weekend rotation; follow 24/7 handoff standard (APAC → EMEA → AMERICAS).
• Proactive care and events: maintain continuous device health checks; own technical prep for Board meetings, earnings calls, All Hands, and customer keynotes; maintain deep knowledge of executive rooms (Zoom Rooms, Teams rooms, QSYS/DSPs, control systems); ensure redundant mobile setup and travel readiness.
• Operating rigor: work in structured ticketing workflow (Jira or similar); scope before escalating; communicate concisely and action-forward with senior stakeholders.

• E-Staff-impacting incidents acknowledged and resolved within SLA (≥95%), with consistent MTTR/FTTR/CSAT reporting.
• 100% of hardware delivered 3+ business days pre-start with zero Day 1 entitlement gaps.
• Zero missed PagerDuty acknowledgments, clean NYC/EMEA handoffs.
• Named DRI for every Board meeting, earnings call, and All Hands.
• Every ticket has owner, estimate, and DOD at kickoff.
• At least one AI/automation initiative with measurable toil reduction.

• 5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders, executives, or VIP stakeholders.
• Strong fluency in macOS, Windows, Google Workspace and/or Microsoft 365, and modern endpoint management.
• Hands-on experience with Zoom, Zoom Rooms, Teams, meeting room systems, and AV components (cameras, mics, DSPs, control panels).
• Demonstrated use of AI/automation (agent-assist, virtual agents, scripting) to reduce manual toil.
• Comfortable working within Jira or similar structured ticket/sprint systems.
• Experience handling sensitive information and NDA/MNPI-level confidentiality.

• 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.
• Hands-on experience with AI agent-assist tooling, virtual agents, or DEX platforms, and comfort with light scripting (Python, PowerShell, or workflow tools).
• Experience operating in a role without an established runbook.

• Team: Global VIP Support — Global Enterprise Technology (GET / IT)
• Location: Palo Alto / San Francisco, CA Hybrid; on-site for key executive events
• Scope: E-Staff — the CEO's direct reports — and their Executive Assistants
• Reports to: Manager, Global VIP Support (NYC)
• Coverage zone: US Pacific (PT), partnering with NYC (US/Eastern) and Dublin (EMEA) for near 24×7 global coverage

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req. ID: 2273487652