Senior IT VIP Support Specialist

Role Overview & Executive Impact

Serving as the West Coast anchor for MongoDB's Global VIP Support, this position acts as the “single-threaded DRI” for the technology needs of M3 — the CEO's direct reports — in the US Pacific time zone. You hold end-to-end accountability for their digital journey, from two weeks before Day 1 through daily operations, high-stakes events, global travel, and eventual offboarding, ensuring a seamless experience without handoff friction.

The population you support is intentionally scoped and governed by HR and the Office of the CEO, not by IT — this is Phase 1 of a model designed to extend, tier by tier, to SVP+, then VP+, and ultimately the full Senior Leadership Team. The standards, runbooks, and judgment you establish now become the template each later phase reuses.

This role prioritizes proactive engagement over traditional ticketing. By monitoring system health and resolving issues before they impact the executive, you act as a protective barrier for critical workflows. You combine high-level IT proficiency with AV expertise to lead high-stakes events and Board meetings, while also empowering the Executive Assistant community through specialized technical training.

The way of working behind this role is built on a simple framework: routine diagnostics, health checks, and reporting are handled through automation and intelligent tooling wherever possible, freeing your time for the judgment calls, relationship-building, and in-person moments that actually require a human.

Because this framework depends on staying ahead of what's possible, you are expected to stay current on emerging technology and AI trends and proactively evaluate how they can improve the executive support experience.

Innovation through AI and automation is fundamental to this model. You will implement intelligent solutions to handle routine diagnostics and triage, eliminating manual toil so that human intervention is reserved for high-impact moments. These automations are designed to make the executive's digital experience more fluid and efficient without losing the personal touch of white-glove service.

Because this is Phase 1, there is no long-established runbook to follow on day one — you will be building the playbook in parallel with live operations. Success in this role requires a blend of technical mastery, discreet judgment, disciplined execution inside a shared team workflow, and the composure to manage complex resolutions while maintaining absolute executive trust.

This role can be based out of our Palo Alto office.

Key Responsibilities

Everything in this role is confidential and governed by the company NDA. You will regularly handle material non-public information, executive personal data, and sensitive business context — work accordingly, by default, without exception.

1. Single-DRI Ownership & Proactive Engagement

• Maintain full accountability for the digital experience. Act as the primary Directly Responsible Individual (DRI) for designated executives in the US West/NORAM region, providing global assistance as needed. This encompasses everything from initial pre-onboarding configurations to ongoing daily troubleshooting, event coordination, and travel support

• Build the relationships. Cultivate and manage key partnerships. Foster strong, reliable connections throughout the executive support circle, including the leader themselves, their Executive Assistant (your primary daily collaborator), the Chief of Staff, and the Customer Advocacy/Office of the CEO teams. Approach every engagement with professional executive presence, characterized by composure, sound judgment, and absolute discretion

• Stay ahead of needs. Run regular check-ins on pain points, preferences, and upcoming needs; maintain each executive's event and travel calendar and reach out ahead of every key event and trip

• Communicate progress with transparency. Keep every project you lead updated with an accurate status—On Track, At Risk, or Blocked—and alert your manager to scheduling concerns before deadlines pass. Monitor and report on weekly KPIs to ensure elite service levels for MTTR, FTTR, and CSAT

2. Pre-Day-1 Onboarding & Provisioning (DRI-owned)

Executive onboarding does not run on the standard automated flow. You own it from offer-accept so everything is ready before the executive's first day:

• Intake & assignment. Act on the same-business-day executive flag from Recruiting/HR; pick up the DRI assignment immediately

• Stakeholder coordination. Two weeks before Day 1, connect with the EA / Chief of Staff to capture device and setup preferences and align on first-week needs

• Onboarding execution and readiness. You are responsible for ensuring all hardware is fully configured and delivered three business days before the start date, with all essential applications assigned prior to Day 1

• Confidentiality Protocol for Sensitive Hiring. For onboardings designated as confidential, implement supplementary title-masking and profile-concealment measures in addition to the primary DRI-led workflow—augmenting existing procedures rather than substituting them. As a general principle, handle all role-related data as inherently sensitive and confidential, strictly adhering to company NDA requirements

3. White-Glove Incident Response & Escalation

• Top-tier executive hotline. Carry a monitored cell phone reachable by direct call or text for the most critical issues affecting the CEO and top executives — a path that bypasses the ticket queue so senior leaders always reach an immediate human

• PagerDuty on-call. Participate in the global VIP after-hours/weekend rotation; acknowledge, apply workarounds, escalate per the VIP matrix, and coordinate with NYC/EMEA counterparts

• World Class Handoffs. Hand non-VIP elements to regional L2/IT with clear diagnostic notes while retaining ownership of any executive-impacting thread. Follow the 24/7 handoff standard — APAC → EMEA → AMERICAS — passing overnight incidents, in-flight tickets, and open risks at every shift boundary so coverage never drops and customers feel the continuity

4. Proactive Care, Stability & Event / All Hands Support

• Device health & stability. Maintain continuous, not just monthly, health checks across executive laptops, backup and mobile devices, and conferencing apps. Verify OS, security tooling, collaboration apps, and certificates ahead of every key event or trip — every environment gets a precheck before use, on an ongoing runbook basis, not a periodic one

• High-stakes events. Own technical prep for West Coast Board meetings, earnings calls, All Hands, and customer keynotes — with both a production DRI and an overall DRI assigned in advance

• Internal Comms partnership. Support run-of-show adherence and timing, slide advancement and content playback, panelist confirmation, speaker tech checks, and backup plans

• AV partnership & room expertise. Maintain deep knowledge of executive rooms (Zoom Rooms, Teams rooms, QSYS / DSPs, control systems, cameras, microphones); partner with AV Engineering for backstage live support and to remediate recurring room issues