IT Support Specialist 2

MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere-on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

MongoDB is seeking the newest member of the IT Enterprise Collaboration team. You will join an existing team that provides AV & Collaboration (AV&C) support for all of our global offices and remote employees. This role primarily supports the US and is based out of our New York City headquarters.

Our goal is to maximize the productivity and efficiency of our colleagues through the simple and intuitive use of technology. We accomplish this by driving and implementing best-in-class AV & Collaboration experiences in our shared spaces and end-user workstations, while providing white-glove day-to-day enterprise collaboration support. This role will also assist IT Support with basic troubleshooting issues, when needed.

Our team manages elements of our internal AV & Collaboration infrastructure, including: video conferencing services, conference room technology, digital signage, collaboration tools, and more. We work closely with our Corporate Communications, Workplace, and Video Production teams to broadcast events and messaging to other offices and remotely around the world. You will have the opportunity to design, implement, operate, and troubleshoot the systems, services, and tools we own, in both physical and cloud-based environments.

We believe strongly in personal growth and mentorship so your ability to succeed is directly related to your desire to grow.

This role is fully onsite, Monday through Friday, at our New York City headquarters.
Candidate Profile:

Our ideal candidate will have:

• 4+ years of experience in an end-user IT support role, including direct technical support for Executives and VIPs
• Proven ability to deliver white-glove, high-touch service in fast-paced, high-visibility environments
• Hands-on experience with macOS and Windows troubleshooting and administration
• Strong diagnostic and problem-solving skills, particularly with conference room and office AV technology
• Minimum 1 year of experience as a Slack administrator, including application support and integration management
• Proficiency with Jira for project management, including sprint planning, backlog grooming, and task ownership
• Solid understanding of AV VLANs and multicast traffic, with experience working closely with Network teams to resolve AV-related connectivity and performance issues
• Experience with Zoom Room NDI configuration, deployment, and management for high-quality video production and streaming workflows
• Intermediate knowledge of office network infrastructure and endpoint connectivity
• Demonstrated success in supporting and integrating multiple SaaS platforms across an enterprise environment
• Familiarity with AV platforms such as Crestron, Biamp Tesira, and Dante audio networking
• Practical understanding of home office video conferencing and streaming technologies
• Experience delivering AV&C support for corporate events, board meetings, and internal broadcasts
• A proactive mindset with a focus on automation and process improvement
• Strong written and verbal communication skills, able to explain complex technical topics across audiences
• Experience maintaining internal documentation and contributing to scalable self-service resources
• Calm, empathetic, and composed under pressure, with the ability to manage multiple real-time issues
• Familiarity with Zendesk and other ITSM/ticketing systems
• Willingness to travel to domestic and international offices as needed
• Preferred experience with video/audio production for live or hybrid events
• Experience administering Zoom, WebEx, Google Meet, and collaboration platforms such as Lucidsuite
• Bonus: Familiarity with Monday.com, Fellow, and Microsoft Teams administration

Position Expectations:

• Configure, deploy, and maintain end-user hardware and conference room technology, with a focus on automation and efficiency
• Deliver hands-on, in-person troubleshooting to support employees in maximizing productivity through effective technology use
• Administer and maintain SaaS applications, while building integrations to streamline and automate recurring workflows
• Provide high-touch, white-glove technical support to executives and other VIP stakeholders
• Act as a technical advocate within the organization-conducting training sessions, creating self-service documentation, and promoting best practices
• Ensure seamless interoperability across collaboration tools and platforms to drive efficient and intuitive user experiences
• Participate in on-call rotations and be available for off-hours maintenance, upgrades, or urgent escalations
• Support and manage AV systems for day-to-day use as well as internal events, executive meetings, and company-wide broadcasts
• Serve as the on-site point of contact for AV contractors during office buildouts, refreshes, and technology upgrades
• Maintain accurate and comprehensive documentation of all support activity to inform internal knowledge bases and user guides
• Collaborate closely with the IT Support and Workplace teams to coordinate local meeting logistics and ensure smooth operations
• Provide backup support for general IT troubleshooting and walk-up assistance when needed

Success Measures:

The IT AV&C Support Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities:

• Maintain an accelerated personal growth path:
  • In 8 months you'll be fully up to speed on the services and technologies we deploy and maintain, having the ability to independently handle day to day AV tasks.
  • Within 8 months you'll be actively developing novel solutions to inefficient processes and problems.
  • By 12 months you'll be thinking largely in terms of efficiency and have the skills necessary to execute on your ideas. This could mean anything from becoming a Slack Integration Wizard to a Zoom Rooms Guru; your growth path is largely defined by your interests and desires.
• Customer Service: Provide an unparalleled customer experience by offering top-notch technical support, creating easy to follow self service resources, and workflow automations for our colleagues
• Communication: Successfully communicate team challenges and support solutions internally and externally, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences
• Research: Collect and analyze feedback from both our internal customers as well as our systems to better understand our clients needs and inform automation/optimization efforts

To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it's like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req ID:

MongoDB's base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB's total compensation and benefits package. Other benefits for eligible employees may include: 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, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB's base salary range for this role in the U.S. is:

$45,000-$88,000 USD