Support Specialist jobs in United States, California, Palo Alto
MongoDB Senior VIP Support Specialist United States, California, Palo Alto
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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.
Key Responsibilities1. White-Glove Incident Response & Resolution
- End-to-end ownership of VIP incidents (P0–P3) during West Coast core hours (typically 9:00–18:00 PT).
- Triage, diagnose, and resolve issues across devices, apps, networking, conferencing, and AV
- Own communication, status updates, and follow-through until full resolution
- P0/P1 live support:
- Join meetings live for shadow checks, audio/video verification, and real-time triage
- Rapidly implement workarounds (room swaps, dial-in bridges, alternate devices) when needed
- PagerDuty participation:
- Participate in the global VIP on-call rotation for after-hours/weekend executive incidents
- Acknowledge and route alerts, escalate per the VIP escalation matrix, and coordinate with NYC/EMEA counterparts
- Smart handoffs for non-VIP traffic:
- Quickly identify non-VIP/general tickets, capture clear diagnostic notes, and hand off to regional L2/IT support
- Remain the escalation point when the issue has executive impact
2. Proactive Care, Stability, & Event / All Hands Support
- Device health and stability:
- Perform regular health checks on executive laptops, backup devices, mobile devices, and conferencing apps
- Ensure OS, security tooling, collaboration apps, and certificates are up to date prior to key events or travel
- High-stakes events & All Hands support:
- Own technical prep for West Coast-based Board meetings, earnings calls, All Hands, customer keynotes, and other VIP events
- Partner with Internal Comms on All Hands execution, including:
- Slide advancement and content playback
- Run-of-show adherence and timing
- Panelist confirmation, speaker tech checks, and backup plans
- Partner with the AV team to provide backstage live support, including green room coordination, backstage comms, and rapid issue triage during broadcasts
- AV/room expertise:
- Maintain a deep understanding of executive rooms and spaces (Zoom Rooms, Teams rooms, DSPs, control systems, cameras, mics)
- Partner with AV Engineering to quickly remediate recurring room issues and ensure executive spaces meet reliability targets
- Automation mindset:
- Identify repeatable VIP support workflows and collaborate with IT/AV engineering to automate (e.g., monitoring alerts, health checks, loaner kit workflows, report generation)
3. Executive Relationship Management, EA Training & Travel Support
- Single-threaded owner for a portfolio of executives/EAs:
- Build trusted relationships with executives and their EAs as their direct technology partner
- Conduct regular check-ins to understand pain points, preferences, upcoming travel, and event calendars
- EA IT training & enablement:
- Design and deliver IT training and development programs for the EA team, focused on collaboration tools, meeting best practices, AV room usage, and VIP playbooks
- Create short guides, office hours, and targeted sessions to help EAs execute complex events and day-to-day workflows with less friction
- Travel & remote support:
- Prepare travel briefs (devices, adapters, connectivity, security, backup options) for executive trips
- Coordinate with hotels, venues, and customer sites on AV and network readiness when required
- Provide occasional on-site support at home offices or offsite locations as needed
- Documentation & knowledge sharing:
- Keep VIP runbooks, playbooks, and checklists current for core tools (Zoom, Teams, WebEx if used, room systems, travel setups)
- Contribute to internal knowledge bases to reduce repeat incidents and enable broader IT teams and EAs to support executives effectively
0–30 Days: Foundational Readiness & Onboarding
- Fully up to speed on the services and technologies we deploy and maintain
- Successfully passed a mock P0 drill, demonstrating calm under pressure and ability to use communication templates
- Complete full runbook, PagerDuty, and Zendesk workflow training
- Shadow two full on-call rotations before taking primary ownership
30–90 Days: Independent Ownership & Proactive Action
- Independently handle day-to-day VIP IT tasks and manage regional handoffs at shift end
- Actively initiate monthly VIP device health checks for assigned executive portfolios
- Fully own triage and resolution for VIP P0/P1 incidents within assigned SLAs (e.g., P0 First Response < 15 min; P1 First Response < 30 min)
- Begin actively developing novel solutions to inefficient processes and problems in your region
90 Days – 1 Year: Efficiency, Strategy & Process Ownership
- Achieve and consistently maintain high weekend SLA compliance (>98%) for PagerDuty coverage
- Lead quarterly EA roundtable/account reviews for your assigned executive portfolio
- Drive a measurable decrease month-over-month in repeat incidents by owning and implementing preventative actions
- Think largely in terms of efficiency, using the skills necessary to execute on automation ideas, and become a trusted technical voice in the organization
Required
- Experience:
- 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
- Platform & tooling fluency:
- Strong experience with macOS and Windows, common productivity suites (Google Workspace and/or Microsoft 365), and modern endpoint management
- Troubleshooting strength:
- 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
- Collaboration, AV & live events:
- 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
- Training & communication:
- 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
- Customer mindset:
- Empathetic, patient, and service-oriented; comfortable supporting demanding schedules and high expectations
- Discreet and trustworthy with sensitive information
Preferred
- 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
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JPMorgan Healthcare Payments Sales Support Associate United States, California, Palo Alto
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As a Payments Sales Support Associate in the Global Payments Corporate Sales organization, you will provide sales support to Payments Sales Managers (PSMs) and Payments Client Managers (PCMs). This role is critical in ensuring the smooth expansion of our sales relationships and execution of our sales processes.
Job responsibilities:
- Assist in the creation and customization of client presentations to support Sales initiatives
- Conduct data analysis to provide insights and recommendations for client development strategies
- Collaborate with sales teams to identify opportunities for client growth and engagement, document deal solutions and proposals, prepare materials for client presentations and negotiations
- Support the development and maintenance of account plans, and assist in the preparation of documentation for account reviews and strategy sessions
- Schedule and coordinate client calls and meetings for Sales, ensuring all logistics are handled efficiently
- Prepare and distribute client briefings to relevant stakeholders before meetings, and document and distribute call reports capturing key discussion points and action items
- Monitor and update the Sales pipeline, ensuring accurate and timely data entry
- Track the progress of Sales opportunities and provide regular status updates to the Sales team
- Identify potential bottlenecks in the sales process and suggest improvements
- Operate with a risk-based mindset with strict adherence to compliance and controls
- Ensure quality output of work product in accordance with brand and company standards
Required qualifications, skills and capabilities:
- 2+ years of experience in a sales, client management, relationship management or related field
- Strong organizational and multitasking skills with attention to detail
- Excellent communication and interpersonal skills
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and CRM software
- Ability to analyze data and generate actionable insight
- Self-motivated and able to work independently as well as part of a team
Preferred qualifications, skills and capabilities:
- Payments Experience
FEDERAL DEPOSIT INSURANCE ACT:
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Amazon Sr Partner Development Specialist Generative United States, California, East Palo Alto
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Key job responsibilities- Support partners across different stages of their development including practice development, offering/solution development, enablement, and leveraging AWS programs.
- Serve as an AI & Machine learning subject matter expert who advocates for AWS partner capabilities internally and externally.Diverse ExperiencesAmazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.Work/Life BalanceMentorship and Career GrowthWe’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
BASIC QUALIFICATIONS
- 5+ years of developing, negotiating and executing business agreements experience
- 5+ years of professional or military experience
- Bachelor's degree
- Experience developing strategies that influence leadership decisions at the organizational level
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
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Amazon Senior Solutions Architect - Analytics AGS US Specialist SA United States, California, East Palo Alto
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Key job responsibilities
Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events such as AWS Summit, AWS re: Invent, etc. Participate as a leader in AWS technical communities.About the team
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life Balance
- 8+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
- 3+ years of design, implementation, or consulting in applications and infrastructures experience
- 10+ years of IT development or implementation/consulting in the software or Internet industries experience
PREFERRED QUALIFICATIONS
- 5+ years of infrastructure architecture, database architecture and networking experience
- Experience working with end user or developer communitiesPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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Amazon Senior Specialist Solutions Architect GenAI/ML United States, California, East Palo Alto
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AWS is looking for a Machine Learning Solutions Architect (ML SA), who will be the Subject Matter Expert (SME) for helping customers in the AMERICAS design solutions that leverage our ML services. As part of the team, you will work closely with customers in one or more industry verticals (Financial Services, Media and Entertainment, Manufacturing, Technology, Health Care and Life Sciences, Retail, etc.) to enable large-scale use cases, design ML pipelines, and drive the adoption of AWS for the AI/ML platforms. You will interact with other SAs in the field, providing guidance on their customer engagements, and you will develop white papers, blogs, reference implementations, and presentations to enable customers to fully leverage AI/ML on AWS. Additionally, as the voice of the customer, you will work closely with the service teams, and submit product feature requests to drive the platform forward.You must have deep technical experience working with technologies related to artificial intelligence, machine learning and/or deep learning. A strong mathematics and statistics background is preferred in addition to experience building complex machine learning models. You will be familiar with the ecosystem of software vendors in the GenAI space, and will leverage this knowledge to help AWS customers in their selection process.Key job responsibilities
- Thought Leadership – Evangelize AWS ML services and share best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events such as AWS Summit, AWS re:Invent, etc.
About AWSDiverse ExperiencesAWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.Mentorship & Career GrowthWe’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life Balance
- 8+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
- 3+ years of design, implementation, or consulting in applications and infrastructures experience
- Experience in a technical role within a sales organization
PREFERRED QUALIFICATIONS
- 5+ years of IT development or implementation/consulting in the software or Internet industries experience
- Experience working with end user or developer communities
- Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
- Experience architecting/operating solutions built on AWS
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Amazon North America Specialist SA Leader - Core United States, California, East Palo Alto
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Roles and Responsibilities:- Hire, on-board, train, and develop new Solutions Architects from internal and external sources.Key job responsibilities
- Technical Thought LeadershipA day in the lifeDiverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.Mentorship & Career Growth: We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
- 10+ years design/implementation/consulting experience of distributed applications
- 7+ years management of technical, customer facing resources
- 10+ years’ experience leading high performance technical teams in a matrixed environment
PREFERRED QUALIFICATIONS
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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Ford Senior Chassis Test Specialist United States, California, Palo Alto
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We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Ford’s Electric Vehicles, Digital and Design (EVDD) team is charged with delivering the company’s vision of a fully electric transportation future. EVDD is customer-obsessed, entrepreneurial, and data-driven and is dedicated to delivering industry-leading customer experience for electric vehicle buyers and owners. You’ll join an agile team of doers pioneering our EV future by working collaboratively, staying focused on only what matters, and delivering excellence day in and day out. Join us to make positive change by helping build a better world where every person is free to move and pursue their dreams.
These jobs might be a good fit
Share
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.
Key Responsibilities1. White-Glove Incident Response & Resolution
- End-to-end ownership of VIP incidents (P0–P3) during West Coast core hours (typically 9:00–18:00 PT).
- Triage, diagnose, and resolve issues across devices, apps, networking, conferencing, and AV
- Own communication, status updates, and follow-through until full resolution
- P0/P1 live support:
- Join meetings live for shadow checks, audio/video verification, and real-time triage
- Rapidly implement workarounds (room swaps, dial-in bridges, alternate devices) when needed
- PagerDuty participation:
- Participate in the global VIP on-call rotation for after-hours/weekend executive incidents
- Acknowledge and route alerts, escalate per the VIP escalation matrix, and coordinate with NYC/EMEA counterparts
- Smart handoffs for non-VIP traffic:
- Quickly identify non-VIP/general tickets, capture clear diagnostic notes, and hand off to regional L2/IT support
- Remain the escalation point when the issue has executive impact
2. Proactive Care, Stability, & Event / All Hands Support
- Device health and stability:
- Perform regular health checks on executive laptops, backup devices, mobile devices, and conferencing apps
- Ensure OS, security tooling, collaboration apps, and certificates are up to date prior to key events or travel
- High-stakes events & All Hands support:
- Own technical prep for West Coast-based Board meetings, earnings calls, All Hands, customer keynotes, and other VIP events
- Partner with Internal Comms on All Hands execution, including:
- Slide advancement and content playback
- Run-of-show adherence and timing
- Panelist confirmation, speaker tech checks, and backup plans
- Partner with the AV team to provide backstage live support, including green room coordination, backstage comms, and rapid issue triage during broadcasts
- AV/room expertise:
- Maintain a deep understanding of executive rooms and spaces (Zoom Rooms, Teams rooms, DSPs, control systems, cameras, mics)
- Partner with AV Engineering to quickly remediate recurring room issues and ensure executive spaces meet reliability targets
- Automation mindset:
- Identify repeatable VIP support workflows and collaborate with IT/AV engineering to automate (e.g., monitoring alerts, health checks, loaner kit workflows, report generation)
3. Executive Relationship Management, EA Training & Travel Support
- Single-threaded owner for a portfolio of executives/EAs:
- Build trusted relationships with executives and their EAs as their direct technology partner
- Conduct regular check-ins to understand pain points, preferences, upcoming travel, and event calendars
- EA IT training & enablement:
- Design and deliver IT training and development programs for the EA team, focused on collaboration tools, meeting best practices, AV room usage, and VIP playbooks
- Create short guides, office hours, and targeted sessions to help EAs execute complex events and day-to-day workflows with less friction
- Travel & remote support:
- Prepare travel briefs (devices, adapters, connectivity, security, backup options) for executive trips
- Coordinate with hotels, venues, and customer sites on AV and network readiness when required
- Provide occasional on-site support at home offices or offsite locations as needed
- Documentation & knowledge sharing:
- Keep VIP runbooks, playbooks, and checklists current for core tools (Zoom, Teams, WebEx if used, room systems, travel setups)
- Contribute to internal knowledge bases to reduce repeat incidents and enable broader IT teams and EAs to support executives effectively
0–30 Days: Foundational Readiness & Onboarding
- Fully up to speed on the services and technologies we deploy and maintain
- Successfully passed a mock P0 drill, demonstrating calm under pressure and ability to use communication templates
- Complete full runbook, PagerDuty, and Zendesk workflow training
- Shadow two full on-call rotations before taking primary ownership
30–90 Days: Independent Ownership & Proactive Action
- Independently handle day-to-day VIP IT tasks and manage regional handoffs at shift end
- Actively initiate monthly VIP device health checks for assigned executive portfolios
- Fully own triage and resolution for VIP P0/P1 incidents within assigned SLAs (e.g., P0 First Response < 15 min; P1 First Response < 30 min)
- Begin actively developing novel solutions to inefficient processes and problems in your region
90 Days – 1 Year: Efficiency, Strategy & Process Ownership
- Achieve and consistently maintain high weekend SLA compliance (>98%) for PagerDuty coverage
- Lead quarterly EA roundtable/account reviews for your assigned executive portfolio
- Drive a measurable decrease month-over-month in repeat incidents by owning and implementing preventative actions
- Think largely in terms of efficiency, using the skills necessary to execute on automation ideas, and become a trusted technical voice in the organization
Required
- Experience:
- 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
- Platform & tooling fluency:
- Strong experience with macOS and Windows, common productivity suites (Google Workspace and/or Microsoft 365), and modern endpoint management
- Troubleshooting strength:
- 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
- Collaboration, AV & live events:
- 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
- Training & communication:
- 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
- Customer mindset:
- Empathetic, patient, and service-oriented; comfortable supporting demanding schedules and high expectations
- Discreet and trustworthy with sensitive information
Preferred
- 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
These jobs might be a good fit
