Senior IT VIP Support Specialist

Навыки

• Внимание к деталям
• AWS
• Azure
• Резервное копирование
• Коммуникация
• Confluence
• Решения на данных

О компании и продукте

• MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. 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.
• Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
• To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. 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. Learn more about what it’s like to work at MongoDB , and help us make an impact on the world!

Задачи

• 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
• 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
• 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

Требования

• Category
• Aptitude
• Attitude
• Experience
• 5+ years in IT end-user support, service desk, or field support
• 2+ years supporting senior leaders, executives, or VIP stakeholders
• Comfortable operating in high-touch, high-pressure environments with discretion
• Platform & Tooling
• Strong fluency in macOS, Windows, Google Workspace and/or Microsoft 365, and modern endpoint management
• Willingness to stay current across multiple platforms and adapt as tools evolve
• Troubleshooting
• Proven ability to resolve complex, end-to-end issues across devices, networks, identity, and collaboration tools
• Sound judgment for making practical tradeoffs under time pressure
• calm under ambiguity
• Collaboration, AV & Live Events
• Hands-on experience with Zoom, Zoom Rooms, Teams, meeting room systems, and AV components (cameras, mics, DSPs, control panels)
• Composure and quick thinking during live, high-visibility events (All Hands, run-of-show)
• Training & Communication
• 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
• Curiosity and initiative to identify automation opportunities
• judgment to know when human touch is needed

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