Senior IT VIP Support Specialist
About The Position
This role is a cornerstone of our Global VIP Support function, responsible for proactive, high-touch (“white-glove”) technology support for our most senior leaders and their Executive Assistants (EAs). As the West Coast VIP Support Ambassador, you are the single-threaded owner for executive technology needs in the US Pacific time zone, partnering closely with our NYC (US/Eastern) and Dublin (EMEA) VIP specialists to deliver near 24×5 global coverage. You will blend senior-level IT support with strong AV and collaboration expertise to protect the most critical executive workflows and events. You will also play a key role in developing and delivering IT training for the EA community, and partnering with Internal Comms and AV on All Hands support. This role requires excellent judgment, calm under pressure, empathy, and the ability to drive complex issues to resolution while maintaining executive trust.
Requirements
- 5+ years in IT end-user support, service desk, or field support
- Meaningful experience (ideally 2+ years) supporting senior leaders, high-touch stakeholders, or VIP users
- Strong experience with macOS and Windows, common productivity suites (Google Workspace and/or Microsoft 365), and modern endpoint management
- Proven ability to troubleshoot complex, end-to-end issues across devices, networks, identity, and collaboration tools
- Comfortable working in ambiguous, time-sensitive situations and making practical tradeoffs
- Hands-on experience with video conferencing platforms (Zoom, Zoom Rooms, Teams, etc.) and meeting room systems
- Experience supporting live events or All Hands (e.g., slide advancement, panelist support, run-of-show execution)
- Familiarity with common AV components (cameras, microphones, DSPs, control panels) and how they interact in a room
- Exceptional written and verbal communication skills
- Experience explaining workflows, tools, or best practices to non-technical users, and adapting training material for an EA audience
- Empathetic, patient, and service-oriented; comfortable supporting demanding schedules and high expectations
- Discreet and trustworthy with sensitive information
Nice To Haves
- Experience in a high-growth SaaS, technology, or financial environment supporting senior leadership
- Familiarity with tools such as Okta, JAMF, Meraki, Confluence, Jira, Slack, and modern monitoring/alerting systems (e.g., PagerDuty, Utelogy, Zoom dashboards)
- Experience partnering with AV Engineering, Workplace/Facilities, and Internal Comms teams to deliver high-quality live events and All Hands
- Comfort with light automation or scripting (e.g., Python, PowerShell, or workflow tools) to reduce repetitive manual tasks
Responsibilities
- White-Glove Incident Response & Resolution
- Proactive Care, Stability, & Event / All Hands Support
- Executive Relationship Management, EA Training & Travel Support
Benefits
- equity
- participation in the employee stock purchase program
- flexible paid time off
- 20 weeks fully-paid gender-neutral parental leave
- fertility and adoption assistance
- 401(k) plan
- mental health counseling
- access to transgender-inclusive health insurance coverage
- health benefits offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
