MongoDB · 7 hours ago
Senior Executive IT Support Specialist
Palo Alto, CA
Full-time
Hybrid
Mid, Senior Level
$64K/yr - $127K/yr
5+ years expMongoDB is a global leader in database technology, redefining the database for the AI era. The Senior Executive IT Support Specialist will provide high-touch technology support for senior leaders, ensuring seamless executive workflows and events while collaborating with teams across various locations.
Cloud ComputingDatabaseOpen SourceSaaSSoftware
Responsibilities
White-Glove Incident Response & Resolution
End-to-end ownership of VIP incidents (P0–P3) during West Coast core hours (typically 9:00–18:00 PT)
Triage, diagnose, and resolve issues across devices, apps, networking, conferencing, and AV
Own communication, status updates, and follow-through until full resolution
P0/P1 live support:
Join meetings live for shadow checks, audio/video verification, and real-time triage
Rapidly implement workarounds (room swaps, dial-in bridges, alternate devices) when needed
PagerDuty participation:
Participate in the global VIP on-call rotation for after-hours/weekend executive incidents
Acknowledge and route alerts, escalate per the VIP escalation matrix, and coordinate with NYC/EMEA counterparts
Smart handoffs for non-VIP traffic:
Quickly identify non-VIP/general tickets, capture clear diagnostic notes, and hand off to regional L2/IT support
Remain the escalation point when the issue has executive impact
Proactive Care, Stability, & Event / All Hands Support
Device health and stability:
Perform regular health checks on executive laptops, backup devices, mobile devices, and conferencing apps
Ensure OS, security tooling, collaboration apps, and certificates are up to date prior to key events or travel
High-stakes events & All Hands support:
Own technical prep for West Coast-based Board meetings, earnings calls, All Hands, customer keynotes, and other VIP events
Partner with Internal Comms on All Hands execution, including:
Slide advancement and content playback
Run-of-show adherence and timing
Panelist confirmation, speaker tech checks, and backup plans
Partner with the AV team to provide backstage live support, including green room coordination, backstage comms, and rapid issue triage during broadcasts
AV/room expertise:
Maintain a deep understanding of executive rooms and spaces (Zoom Rooms, Teams rooms, DSPs, control systems, cameras, mics)
Partner with AV Engineering to quickly remediate recurring room issues and ensure executive spaces meet reliability targets
Automation mindset:
Identify repeatable VIP support workflows and collaborate with IT/AV engineering to automate (e.g., monitoring alerts, health checks, loaner kit workflows, report generation)
Executive Relationship Management, EA Training & Travel Support
Single-threaded owner for a portfolio of executives/EAs:
Build trusted relationships with executives and their EAs as their direct technology partner
Conduct regular check-ins to understand pain points, preferences, upcoming travel, and event calendars
EA IT training & enablement:
Design and deliver IT training and development programs for the EA team, focused on collaboration tools, meeting best practices, AV room usage, and VIP playbooks
Create short guides, office hours, and targeted sessions to help EAs execute complex events and day-to-day workflows with less friction
Travel & remote support:
Prepare travel briefs (devices, adapters, connectivity, security, backup options) for executive trips
Coordinate with hotels, venues, and customer sites on AV and network readiness when required
Provide occasional on-site support at home offices or offsite locations as needed
Documentation & knowledge sharing:
Keep VIP runbooks, playbooks, and checklists current for core tools (Zoom, Teams, WebEx if used, room systems, travel setups)
Contribute to internal knowledge bases to reduce repeat incidents and enable broader IT teams and EAs to support executives effectively
Qualification
Required
5+ years in IT end-user support, service desk, or field support
Meaningful experience (ideally 2+ years) supporting senior leaders, high-touch stakeholders, or VIP users
Strong experience with macOS and Windows, common productivity suites (Google Workspace and/or Microsoft 365), and modern endpoint management
Proven ability to troubleshoot complex, end-to-end issues across devices, networks, identity, and collaboration tools
Comfortable working in ambiguous, time-sensitive situations and making practical tradeoffs
Hands-on experience with video conferencing platforms (Zoom, Zoom Rooms, Teams, etc.) and meeting room systems
Experience supporting live events or All Hands (e.g., slide advancement, panelist support, run-of-show execution)
Familiarity with common AV components (cameras, microphones, DSPs, control panels) and how they interact in a room
Exceptional written and verbal communication skills
Experience explaining workflows, tools, or best practices to non-technical users, and adapting training material for an EA audience
Empathetic, patient, and service-oriented; comfortable supporting demanding schedules and high expectations
Discreet and trustworthy with sensitive information
Preferred
Experience in a high-growth SaaS, technology, or financial environment supporting senior leadership
Familiarity with tools such as Okta, JAMF, Meraki, Confluence, Jira, Slack, and modern monitoring/alerting systems (e.g., PagerDuty, Utelogy, Zoom dashboards)
Experience partnering with AV Engineering, Workplace/Facilities, and Internal Comms teams to deliver high-quality live events and All Hands
Comfort with light automation or scripting (e.g., Python, PowerShell, or workflow tools) to reduce repetitive manual tasks
Benefits
Equity
Participation in the employee stock purchase program
Flexible paid time off
20 weeks fully-paid gender-neutral parental leave
Fertility and adoption assistance
401(k) plan
Mental health counseling
Access to transgender-inclusive health insurance coverage
Health benefits offerings
Company
MongoDB
MongoDB is a next-generation database that helps businesses transform their industries by harnessing the power of data.
5001-10000 employees
H1B Sponsorship
MongoDB has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (154)
2023 (134)
2022 (80)
2021 (51)
2020 (30)
Funding
Current Stage
Public CompanyTotal Funding
$311MKey Investors
SalesforceEquityZenT. Rowe Price
2024-11-14Post Ipo Equity
2024-10-16Post Ipo Debt
2018-03-06Post Ipo Equity
Leadership Team
Jim Scharf
Chief Technology Officer
Ronnen Miller
SVP, Global Technical Services
Recent News
2025-12-15
2025-12-10
Company data provided by crunchbase