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White-glove Technology Support for the CEO's Direct Reports

MongoDB· Global VIP Support – Global Enterprise Technology (GET / IT)
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Hybrid (Palo Alto / San Francisco, CA)$64k - $127kFull-timePosted 3mo ago

About the role

Role within MongoDB’s Global VIP Support acting as the West Coast DRI for E-Staff, owning end-to-end digital experiences for the CEO’s direct reports in US Pacific time, building playbooks in Phase 1, focusing on proactive engagement, AI-driven automation, and high-stakes event support.

Responsibilities

  • Maintain full accountability for the digital experience as the primary DRI for designated executives in the US West/NORAM region with global support as needed
  • Build relationships with Executive Assistant, Chief of Staff, and Office of the CEO teams; sustain executive presence and discretion
  • Run regular check-ins on pain points and upcoming needs; manage event/travel calendars and pre-event outreach
  • Provide transparent progress updates with status (On Track, At Risk, Blocked); monitor weekly KPIs (MTTR, FTTR, CSAT)
  • Own onboarding and provisioning for Day 1 readiness from offer-acceptance, including hardware, apps, and confidentiality protocols
  • Serve as white-glove incident responder via a top-tier executive hotline; participate in PagerDuty on-call rotation; ensure 24/7 handoffs across regions
  • Maintain device health across laptops, mobile, and conferencing apps; prep for high-stakes events and All Hands; manage AV, room tech, and travel readiness
  • Ensure disciplined operating rigor with structured ticketing (Jira or similar), defined ownership, scope, and definition of done
  • Operate within a phased rollout model (Phase 1) with vision for Phase 2 scalability

Qualifications

  • 5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders/executives/VIP stakeholders
  • Strong fluency in macOS, Windows, Google Workspace and/or Microsoft 365; modern endpoint management
  • 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; ability to perform during live high-visibility events
  • Exceptional written and verbal communication; ability to translate technical workflows for non-technical users
  • Experience using AI/automation to reduce manual tasks; initiative to identify automation opportunities
  • Experience with Jira or similar structured ticket systems; ability to scope and define done
  • Experience handling sensitive information and NDA/MNPI-level confidentiality
  • Proactive in flagging risk early and communicating with senior stakeholders
  • Comfort in high-growth SaaS/tech/finance environment supporting senior leadership
  • Experience partnering with AV Engineering, Workplace/Facilities, Internal Comms, and InfoSec for live events
  • Hands-on with AI agent-assist tooling, virtual agents, or digital-employee-experience platforms; light scripting skills (Python, PowerShell, or workflow tools)

Skills

Required:Executive-level stakeholder managementLive-event technical leadershipAV and room systemsJira / ticketing disciplineConfidentiality & NDA compliance

Benefits

  • Equity participation in the employee stock purchase program
  • Flexible paid time off
  • Fully-paid gender-neutral parental leave (20 weeks)
  • Fertility and adoption assistance
  • 401(k) plan
  • Mental health counseling
  • Transgender-inclusive health insurance coverage
  • Health benefits offerings
Last updated Oct 22, 2026. Interested? Apply on the company site.
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