{"id":262269,"url":"https://alion.io/job/mongodb-senior-it-vip-support-specialist","title":"Senior IT Specialist, Executive Technology","company":{"id":4211,"name":"MongoDB","domain":"mongodb.com","url":"https://alion.io/company/mongodb","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":86,"ghost_share":0,"stale_share":0.593,"repost_share":0,"time_to_fill_p50_days":71,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Palo Alto, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":64000,"max":127000,"currency":"USD","period":"year","gross":null,"usd_annual":127000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"GCP","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Okta","optional":false},{"name":"PagerDuty","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-07-16T18:35:14Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-28T14:19:11Z","board_verified":true,"closed_at":null,"days_open":103,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":103},"description":"Role Overview & Executive Impact\nServing as the West Coast anchor for MongoDB's Global VIP Support, this position acts as the “single-threaded DRI” for the technology needs of E-Staff - 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.\nThe 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.\nThis 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.\nThe 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.\nInnovation 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.\nBecause 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.\nKey Responsibilities\nEverything 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.\n1. Single-DRI Ownership & Proactive Engagement\nMaintain 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\nBuild 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\nStay 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.\nCommunicate 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\n2. Pre-Day-1 Onboarding & Provisioning (DRI-owned)\nExecutive 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:\nIntake & assignment. Act on the same-business-day executive flag from Recruiting/HR; pick up the DRI assignment immediately\nStakeholder 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\nOnboarding 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\nConfidentiality 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\n3. White-Glove Incident Response & Escalation\nTop-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\nPagerDuty 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\nWorld 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 → EMEA → AMERICAS - passing overnight incidents, in-flight tickets, and open risks at every shift boundary so coverage never drops and customers feel the continuity\n4. Proactive Care, Stability & Event / All Hands Support\nDevice 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\nHigh-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\nInternal Comms partnership. Support run-of-show adherence and timing, slide advancement and content playback, panelist confirmation, speaker tech checks, and backup plans\nAV 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\nMobile & 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\nTravel readiness. Prepare travel briefs (devices, adapters, connectivity, security, backup options) and issue the executive travel kit, especially for customer-facing trips\nGlobal 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\n5. Operating Rigor, Communication & Escalation Discipline\nThis role carries real autonomy, which only works if it's paired with disciplined execution and clear, professional communication. You will be expected to:\nWork in a structured ticketing workflow (Jira or similar), with clear ownership, scope, and a definition of done for everything you own\nScope before you escalate: bring a specific blocker or decision point, and work through existing documentation first\nCommunicate through the right channels: concise and action-forward with senior stakeholders, direct with your manager on blockers, and proactive in flagging capacity and coverage risk with data\nSuccess Measures & Expectations\nPillar 1 - Single-DRI Ownership\nE-Staff-impacting incidents acknowledged and resolved within SLA (≥95%), with consistent MTTR/FTTR/CSAT reporting and flat-to-up CSAT\nIssues caught proactively before the executive notices, with the proactive-to-reactive ratio trending up\nStanding cadence with every E-Staff exec/EA, including at least one documented proactive save\nPillar 2 - Onboarding & Provisioning\n100% of hardware delivered 3+ business days pre-start with zero Day 1 entitlement gaps\nOnboarding runbook proven usable by another team member independently, including a clean confidentiality-protocol execution on a sensitive hire\nPillar 3 - Incident Response & Escalation\nZero missed PagerDuty acknowledgments, clean NYC/EMEA handoffs, and executive hotline response consistently on target\nMeasurable drop in repeat incidents tied to the same root cause\nPillar 4 - Events & Proactive Device Care\nNamed DRI for every Board meeting, earnings call, and All Hands - no last-minute scrambles\nLogged device precheck cadence with zero exec travel connectivity failures, including one same-day loaner save under pressure\nPillar 5 - Operating Rigor & Communication\nEvery ticket has owner, estimate, and DOD at kickoff, and escalations arrive with a decision point rather than an open-ended ask\nAt least one proactive capacity/coverage risk flagged with data, with status reports trusted at face value\nPhase 2 Readiness\nPlaybooks and escalation matrix documented well enough to hand off without a rebuild, backed by a data-driven POV on what scales\nAt least one AI/automation initiative with measurable toil reduction and one single-point-of-failure risk named and partially mitigated\nCandidate Profile\n\nCategory\n\nAptitude\n\nAttitude\n\nExperience\n\n5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders, executives, or VIP stakeholders\n\nComfortable operating in high-touch, high-pressure environments with discretion\n\nPlatform & Tooling\n\nStrong fluency in macOS, Windows, Google Workspace and/or Microsoft 365, and modern endpoint management\n\nWillingness to stay current across multiple platforms and adapt as tools evolve\n\nTroubleshooting\n\nProven ability to resolve complex, end-to-end issues across devices, networks, identity, and collaboration tools\n\nSound judgment for making practical tradeoffs under time pressure; calm under ambiguity\n\nCollaboration, AV & Live Events\n\nHands-on experience with Zoom, Zoom Rooms, Teams, meeting room systems, and AV components (cameras, mics, DSPs, control panels)\n\nComposure and quick thinking during live, high-visibility events (All Hands, run-of-show)\n\nTraining & Communication\n\nExceptional written and verbal communication skills; ability to translate technical workflows for non-technical users\n\nPatience and empathy when tailoring communication for an EA or executive audience\n\nAI & Automation\n\nDemonstrated use of AI/automation (agent-assist, virtual agents, scripting) to reduce manual toil\n\nCuriosity and initiative to identify automation opportunities; judgment to know when human touch is needed\n\nProcess Discipline\n\nComfortable working within Jira or similar structured ticket/sprint systems; skilled at scoping and writing definitions of done\n\nProactive in flagging risk early rather than late\n\nExecutive-Grade Communication & Escalation\n\nSkilled at concise, action-forward, owner-forward communication with senior stakeholders\n\nDiscipline to escalate through the right channel rather than airing issues in shared threads\n\nCustomer Mindset & Discretion\n\nExperience handling sensitive information and NDA/MNPI-level confidentiality\n\nEmpathetic, patient, and service-oriented under demanding schedul...","description_format":"text","description_chars":16440,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Health insurance","Insurance coverage","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Databases & DBMS","Vector Search & RAG"],"lifecycle":[{"event":"open","at":"2026-09-05T11:55:08Z"},{"event":"close","at":"2026-09-14T19:27:30Z"},{"event":"reopen","at":"2026-10-10T02:57:38Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 130 · green card filings: 43","filings_12m":130,"filings_prev_12m":139,"green_card_filings_12m":43,"median_offered_wage_usd":163743,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":23,"band":"cold","label":"Long shot","p_open":1,"p_active":0.527,"p_room":0.44,"age_days":103,"expected_fill_days":71,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":127000,"is_top_pay":true},"html_url":"https://alion.io/job/mongodb-senior-it-vip-support-specialist","json_url":"https://alion.io/job/mongodb-senior-it-vip-support-specialist.json","meta":{"generated_at":"2026-10-28T15:03:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20360,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4211},"rest":"https://alion.io/mcp/rest/get_company?id=4211"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmongodb-senior-it-vip-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmongodb-senior-it-vip-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmongodb-senior-it-vip-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mongodb-senior-it-vip-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmongodb-senior-it-vip-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":262269}},{"tool":"search_jobs","arguments":{"company":"mongodb.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":262269},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}