customer support
Posted 4 days agoSenior IT VIP Support Specialist
at MongoDB
On-site
Responsibilities
- Maintain full accountability for the digital experience.
- 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.
- Monitor and report on weekly KPIs to ensure elite service levels for MTTR, FTTR, and CSAT
- Maintain continuous, not just monthly, health checks across executive laptops, backup and mobile devices, and conferencing apps.
- 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
Requirements
- experience without handoff friction.
- 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.
- 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.
- 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
- Work inside a structured ticketing system (Jira or similar): every item you own has a stated owner, estimate, and written definition of done before it starts; if either is missing, flag it at planning rather than mid-execution
- Engage with existing documentation first. When a colleague provides a runbook, guide, or process doc, work through it directly before requesting a walkthrough; if it has a gap, name the specific gap
- At least one AI/automation initiative with measurable toil reduction and one single-point-of-failure risk named and partially mitigated Candidate Profile Category Aptitude Attitude Experience
- Strong 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
- experience with Zoom, Zoom Rooms, Teams, meeting room systems, and AV components (cameras, mics, DSPs, control panels)
- Exceptional written and verbal communication skills; ability to translate technical workflows for non-technical users
- Patience and empathy when tailoring communication for an EA or executive audience AI & Automation
- 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
- 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 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 About MongoDB
- 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.
- Learn more about what it’s like to work at MongoDB , and help us make an impact on the world!
Experience
- 5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders, executives, or VIP stakeholders
Benefits
- From employee affinity groups, to fertility assistance and a generous parental leave policy , we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys.
- MongoDB’s base salary range for this role is posted below.
- Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location.
- Salary is one part of MongoDB’s total compensation and benefits package. Other
- benefits for eligible employees may include: 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, and health
- benefits offerings. Please note, the base salary range listed below and the
- MongoDB’s base salary range for this role in the U.S. is: $100,000 — $180,000 USD
Additional details
- 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
- 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.
- 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.
- 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.