Role Overview & Executive Impact

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 experience without handoff friction.

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. 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.

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. 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. 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.

Because this is Phase 1, there is no long-established runbook to follow on day one - you will be building the playbook in parallel with live operations. Success in this role requires a blend of technical mastery, discreet judgment, disciplined execution inside a shared team workflow, and the composure to manage complex resolutions while maintaining absolute executive trust.

This role can be based out of our Palo Alto office.
Key Responsibilities

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.

1. 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

2. 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

3. White-Glove Incident Response & Escalation

• Top-tier executive hotline. Carry a monitored cell phone reachable by direct call or text for the most critical issues affecting the CEO and top executives - a path that bypasses the ticket queue so senior leaders always reach an immediate human
• PagerDuty on-call. Participate in the global VIP after-hours/weekend rotation; acknowledge, apply workarounds, escalate per the VIP matrix, and coordinate with NYC/EMEA counterparts
• World Class Handoffs. Hand non-VIP elements to regional L2/IT with clear diagnostic notes while retaining ownership of any executive-impacting thread. Follow the 24/7 handoff standard - APAC 12 EMEA 12 AMERICAS - passing overnight incidents, in-flight tickets, and open risks at every shift boundary so coverage never drops and customers feel the continuity

4. Proactive Care, Stability & Event / All Hands Support

• Device health & stability. Maintain continuous, not just monthly, health checks across executive laptops, backup and mobile devices, and conferencing apps. Verify OS, security tooling, collaboration apps, and certificates ahead of every key event or trip - every environment gets a precheck before use, on an ongoing runbook basis, not a periodic one
• 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
• Internal Comms partnership. Support run-of-show adherence and timing, slide advancement and content playback, panelist confirmation, speaker tech checks, and backup plans
• AV partnership & room expertise. 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
• Mobile & connectivity. Keep executives connected with a redundant mobile setup - company device or eSIM redundant line, Verizon primary with T-Mobile backup - and apply carrier port-freeze / device-locked eSIM controls
• Travel readiness. Prepare travel briefs (devices, adapters, connectivity, security, backup options) and issue the executive travel kit, especially for customer-facing trips
• Global device logistics. Maintain visibility into loaner / depot stock for your region so a failed executive device can be replaced same-day, not only pre-staged in advance

5. Operating Rigor, Communication & Escalation Discipline

This role carries real autonomy, which only works if it's paired with disciplined execution and clear, professional communication. You will be expected to:

• 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
• Scope before you escalate. When handed a new or ambiguous problem, take time to scope it and propose a path forward, bringing a specific blocker or decision point rather than an open-ended question
• 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
• Keep escalation channels appropriate. Raise blockers, missed commitments, or interpersonal friction with your manager directly, in a 1:1 or DM. Cross-functional and senior-stakeholder channels stay short, action-forward, and focused on what you're doing next - not on what hasn't happened yet
• Surface capacity and coverage risk with data. Because this program is intentionally single-threaded per executive, proactively flags when workload, backup depth, or on-call load is approaching a breaking point, rather than absorbing it silently

Success Measures & Expectations

Pillar 1 - Single-DRI Ownership

• Zero escalations above this role, with consistent MTTR/FTTR/CSAT reporting and flat-to-up CSAT
• Standing cadence with every M3 exec/EA, including at least one documented proactive save

Pillar 2 - Onboarding & Provisioning

• 100% of hardware delivered 3+ business days pre-start with zero Day 1 entitlement gaps
• Onboarding runbook proven usable by another team member independently, including a clean confidentiality-protocol execution on a sensitive hire

Pillar 3 - Incident Response & Escalation

• Zero missed PagerDuty acknowledgments, clean NYC/EMEA handoffs, and executive hotline response consistently on target
• Measurable drop in repeat incidents tied to the same root cause

Pillar 4 - Events & Proactive Device Care

• Named DRI for every Board meeting, earnings call, and All Hands - no last-minute scrambles
• Logged device precheck cadence with zero exec travel connectivity failures, including one same-day loaner save under pressure

Pillar 5 - Operating Rigor & Communication

• Every ticket has owner, estimate, and DOD at kickoff, and escalations arrive with a decision point rather than an open-ended ask
• At least one proactive capacity/coverage risk flagged with data, with status reports trusted at face value

Phase 2 Readiness

• Playbooks and escalation matrix documented well enough to hand off without a rebuild, backed by a data-driven POV on what scales
• 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

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

Process Discipline

Comfortable working within Jira or similar structured ticket/sprint systems; skilled at scoping and writing definitions of done

Proactive in flagging risk early rather than late

Executive-Grade Communication & Escalation

Skilled at concise, action-forward, owner-forward communication with senior stakeholders

Discipline to escalate through the right channel rather than airing issues in shared threads

Customer Mindset & Discretion

Experience handling sensitive information and NDA/MNPI-level confidentiality

Empathetic, patient, and service-oriented under demanding schedules

General Fit

Broad technical aptitude across all categories above

Passion, self-driven learning, staying ahead of tech trends, strong attention to detail
Preferred

• 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