IT Support Engineer, Executive Support
$230,000–$265,000 year
On-siteSan Francisco, California, United States
Job Summary
Monitor and resolve every technology request from executives, administrative business partners, and board members, ranging from urgent walk-ups to highly sensitive escalations. Define the white-glove service model, create runbooks and SLAs, and establish trusted relationships with leadership staff to ensure discretion and polish under pressure. Design the board-meeting AV support playbook with the AV pod, managing setup, pre-checks, and live triage for executive rooms. Work the shared ticket queue with the SF Core team for desk-side help, hardware swaps, and overflow triage while maintaining a regular on-site presence in San Francisco.
Required Qualifications
- 7+ years of experience in IT support
- 3+ years in executive support
- Experience standing up a service or program from scratch, such as an executive support desk, a VIP support function, or a white-glove service
- Experience supporting executives, their assistants, or a board to a white-glove standard
- A track record of handling sensitive requests with discretion, and the judgment to know what stays confidential without being told
- Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle
- AV fluency for executive rooms and board meetings: you can set up, verify, and fix a room under time pressure
- Composure when an urgent escalation lands, and the judgment to know when to pull in help
- High polish and low ego: you take pride in service quality and still pick up whatever the team needs, including the ordinary queue work
- A security-first mindset and excellent judgment about when user experience yields to security requirements
- Comfort with ambiguity: you can make progress before the process exists, and you enjoy shaping how things should work
- The instinct to write things down: runbooks, KB articles, and status updates that keep people informed
- Minimum education: Bachelor's degree or an equivalent combination of education, training, and/or experience
- Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
- Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
- Maintain a regular on-site presence in San Francisco
Desired Qualifications
- Experience supporting a C-suite or board of directors at a company with significant security or compliance requirements
- AV depth beyond first response, such as broadcast, live events, or room design input
- Experience building runbooks, self-service content, or support automation
- Experience supporting AI/ML research environments or highly technical user bases
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