Senior IT Specialist (Executive Technology)

MongoDB as a Senior IT VIP Support Specialist, where you will be the primary point of contact for the technology needs of the CEO's direct reports in the US Pacific time zone. You will have end-to-end accountability for their digital journey, from onboarding to daily operations, high-stakes events, global travel, and offboarding. This role prioritizes proactive engagement over traditional ticketing, and you will combine high-level IT proficiency with AV expertise to lead high-stakes events and empower the Executive Assistant community through specialized technical training. You will also be responsible for staying current on emerging technology and AI trends and implementing intelligent solutions to improve the executive support experience.

Responsibilities

• Act as the primary Directly Responsible Individual (DRI) for designated executives in the US West/NORAM region, providing global assistance as needed, and ensuring a seamless digital experience from onboarding to offboarding.
• Cultivate and manage key partnerships with executives, their Executive Assistants, and other stakeholders, proactively addressing their technology needs and preferences.
• Lead high-stakes events and Board meetings, ensuring all technical aspects are prepared and executed flawlessly, while also empowering the Executive Assistant community through specialized technical training.
• Willingness to stay current across multiple platforms and adapt as tools evolve
• Sound judgment for making practical tradeoffs under time pressure; calm under ambiguity
• 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)
• Composure and quick thinking during live, high-visibility events (All Hands, run-of-show)
• Skilled at concise, action-forward, owner-forward communication with senior stakeholders
• Discipline to escalate through the right channel rather than airing issues in shared threads

Requirements

• 5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders, executives, or VIP stakeholders
• Comfortable operating in high-touch, high-pressure environments with discretion
• Strong fluency in macOS, Windows, Google Workspace and/or Microsoft 365, and modern endpoint management
• Patience and empathy when tailoring communication for an EA or executive audience
• Exceptional written and verbal communication skills; ability to translate technical workflows for non-technical users
• Curiosity and initiative to identify automation opportunities; judgment to know when human touch is needed
• Demonstrated use of AI/automation (agent-assist, virtual agents, scripting) to reduce manual toil
• Comfortable working within Jira or similar structured ticket/sprint systems; skilled at scoping and writing definitions of done
• Proactive in flagging risk early rather than late
• Empathetic, patient, and service-oriented under demanding schedules
• Experience handling sensitive information and NDA/MNPI-level confidentiality

Broad technical aptitude across all categories above

• Experience partnering with AV Engineering, Workplace/Facilities, Internal Comms, and InfoSec to deliver high-quality live events and executive protection
• Hands-on experience with AI agent-assist tooling, virtual agents, or digital-employee-experience (DEX) platforms, and comfort with light scripting (Python, PowerShell, or workflow tools) to reduce repetitive manual tasks)
• Experience operating in a role without an established runbook or a predecessor, where playbooks are being built in parallel with live operations

Preferred

• Passion, self-driven learning, staying ahead of tech trends, strong attention to detail
• Familiarity with Okta, JAMF, Meraki, Confluence, Jira, Slack, and monitoring/alerting tooling (PagerDuty, Utelogy, Zoom dashboards)
• Experience in a high-growth SaaS, technology, or financial environment supporting senior leadership

Pay

USD 64,000 - 127,000