Senior Digital Success Specialist

OutSystems • San Francisco, CA

7d • Onsite

About The Position

The Executive IT Support Specialist is a high-impact, high-visibility role responsible for delivering confidential, immediate, and premium "white glove" technical support to our CEO, VPs, senior leaders, and designated high-priority personnel. This role requires in-depth technical expertise across the modern tech stack, unwavering discretion, and a commitment to ensuring zero productivity downtime for the company's most critical decision-makers.

Requirements

• Minimum of 5+ years in IT support, with 2+ years dedicated exclusively to supporting C-Suite, Executive, or VIP personnel in a fast-paced international technology company.
• Professional-level certifications such as ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional (ACSP).
• Exceptional verbal and written communication skills with the ability to translate complex technical concepts into clear, simple language for non-technical leadership.
• Demonstrated history of providing high-level customer satisfaction and anticipating executive needs before they arise.

Nice To Haves

• Experience deploying and managing Mobile Device Management (MDM) solutions (Intune).
• Experience writing easy-to-follow articles for our Knowledge Base, using simple language.
• Be a high-level expert in our technology landscape.
• Take ownership of complex support tasks where the solution requires deeper investigation and/or vendor engagement.

Responsibilities

• Provide immediate, direct-access support to executives, requiring flexibility to resolve issues in-person, remotely, and after hours/weekends to meet executive schedules.
• Conduct scheduled, non-disruptive preventative maintenance on all executive hardware (laptops, mobile phones, networking equipment) to ensure peak performance and stability.
• Provide expert, zero-fail setup and monitoring for all high-stakes internal and external presentations, board meetings, investor calls, and large-scale video conferences.
• Prepare and test all technology kits for executive travel, ensuring secure global connectivity and local technical support coordination when necessary.
• Master deployment, configuration, and advanced troubleshooting for mixed environments, specializing in macOS, Windows 11, iOS, Android, and high-end hardware (e.g., MacBooks).
• Expertly manage and troubleshoot issues related to Single Sign-On (SSO) and Multi-Factor Authentication (MFA) policies.
• Provide authoritative support for the company's enterprise collaboration suite (e.g., Google Workspace, Slack, Zoom), with a specific focus on security and data sharing compliance.
• Rapidly diagnose and resolve complex network issues, including corporate Wi-Fi, guest Wi-fi, and executive home office networks.
• Maintain strict confidentiality regarding all sensitive data, communications, and project information handled or viewed during support sessions.
• Oversee the lifecycle of all executive assets, from secure provisioning and rapid replacement to end-of-life sanitization, utilizing ITSM tools (e.g., Zendesk and Jira).
• Act as the initial point of contact for executive-level security incidents (e.g., phishing attempts, data breaches), coordinating with the Security Operations Center (SOC) team.

Benefits

• Real growth opportunities.
• Structured programs designed to scale your expertise.
• Professional Development Fund and Internal Mobility Program.
• A global collective of world-class talent.
• Inclusive culture where talented individuals from all backgrounds are empowered to learn, experiment and make an impact.
• Equal opportunity employer, all qualified applicants receive equal consideration regardless of race, origin, religion, sex, sexual orientation, gender identity, disability, veteran status, or any other protected status.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed