MongoDB · 3 weeks ago
Senior Executive IT Support Specialist
Palo Alto
Full-time
Onsite
Mid, Senior Level
$64K/yr - $127K/yr
5+ years expMongoDB is a leader in the database industry, empowering innovation at the speed of the market. They are seeking a Senior Executive IT Support Specialist to provide high-touch technology support for senior leaders and their Executive Assistants, ensuring seamless executive workflows and technical preparation for high-stakes events.
Cloud ComputingDatabaseOpen SourceSaaSSoftware
Responsibilities
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
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
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
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
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
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
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
Identify repeatable VIP support workflows and collaborate with IT/AV engineering to automate (e.g., monitoring alerts, health checks, loaner kit workflows, report generation)
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
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
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
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
Fully up to speed on the services and technologies we deploy and maintain
Successfully passed a mock P0 drill, demonstrating calm under pressure and ability to use communication templates
Complete full runbook, PagerDuty, and Zendesk workflow training
Shadow two full on-call rotations before taking primary ownership
Independently handle day-to-day VIP IT tasks and manage regional handoffs at shift end
Actively initiate monthly VIP device health checks for assigned executive portfolios
Fully own triage and resolution for VIP P0/P1 incidents within assigned SLAs (e.g., P0 First Response < 15 min; P1 First Response < 30 min)
Begin actively developing novel solutions to inefficient processes and problems in your region
Achieve and consistently maintain high weekend SLA compliance (>98%) for PagerDuty coverage
Lead quarterly EA roundtable/account reviews for your assigned executive portfolio
Drive a measurable decrease month-over-month in repeat incidents by owning and implementing preventative actions
Think largely in terms of efficiency, using the skills necessary to execute on automation ideas, and become a trusted technical voice in the organization
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 (159)
2024 (150)
2023 (133)
2022 (79)
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
Investing.com
2026-01-06
2025-12-15
Company data provided by crunchbase