Senior Exec IT & Events Engineer

About the Role:

Kong is scaling rapidly, and we are establishing an Executive IT Support function to provide seamless, frictionless technology experiences for our executive leadership team.

As our first dedicated Senior Executive IT & Events Engineer, you will not only provide high-touch, "white-glove" support, but also act as a foundational architect for the service. You will define standard operating procedures (SOPs), establish executive SLAs, elevate corporate event production, and drive operational excellence across our IT ecosystem. Beyond executive care, you will bridge the gap between high-level leadership needs and our broader IT service desk and infrastructure engineering teams.

Key Responsibilities:

Service Definition & Program Architecture

Define the Service Offering: Partner with IT leadership to design and document the Executive Support framework, including service tiers, SLAs, escalation protocols, and standard operating procedures.

Proactive VIP Experience: Build a proactive support model—including preventative hardware audits, travel preparedness kits, and VIP onboarding/offboarding workflows.

Vendor & Asset Strategy: Curate and maintain a standardized catalog of high-performance hardware, peripherals, and home-office equipment tailored for executive productivity.

White-Glove Executive Support

Rapid Response: Deliver immediate, confidential, and empathetic technical assistance to executive leadership team, and executive business partners (EBPs) across macOS, iOS, Windows, and Android environments.

Manage executive technology readiness by proactively monitoring devices, applications, meeting room technology, and collaboration tools

Coordinate with administrative assistants and executive support teams globally to ensure a seamless technology experience

Security & Confidentiality: Handle sensitive information, data and access with the utmost discretion.

Corporate Events & Audio/Visual (AV)

Executive & Leadership Meetings: Provide technical coverage and redundancy for executive & leadership meetings.

Company All-Hands, Marketing Events & Broadcasts: Lead technical staging and live production for marketing & corporate events, leadership meetings, town halls, customer briefings, and executive broadcasts

Conference Room Health: Maintain optimal performance of executive conference room systems and digital collaboration spaces.

Operational Excellence & Continuous Improvement

VIP Asset Management: Define and procure service related to providing loaner executive hardware ready for immediate deployment in case of hardware failure or travel emergencies.

Runbooks & Knowledge Base: Author comprehensive runbooks for executive support scenarios to enable seamless coverage across the IT team during off-hours or travel.

Metrics & Feedback: Establish feedback loops with executive assistants and leaders to track satisfaction, identify recurring friction points, and continually optimize service delivery.

Cross-Functional IT & Infrastructure Collaboration

Team Collaboration: Act as an escalation point for Tier 2/Tier 3 internal IT support issues, sharing executive insights to enhance broader end-user computing standards.

Infrastructure Synergy: Collaborate with our infrastructure service providers to support site buildouts and infrastructure standards and solutions for the broader organization.

Beta Testing & Rollouts: Participate and in some cases lead piloting of new software deployments, security policies, and productivity tools before company-wide rollouts.

What You'll Bring (Qualifications):

Experience: 5+ years in IT desktop support or systems engineering, with at least 2+ years supporting C-level executives, venture partners, or board members in a fast-paced technology or high-growth SaaS environment.

Technical Mastery:

Deep expertise in macOS management and troubleshooting (Jamf/Iru) alongside solid proficiency in Windows 11 (Intune/Entra ID).

Strong administration experience with modern enterprise SaaS suites: Google Workspace, Microsoft 365, Slack, Zoom, Okta, 1Password, and Jira/Confluence.

Experience with AV/video conferencing hardware and control software (Zoom Rooms, Neat, Crestron, Shure audio systems).

Firm grasp of home networking troubleshooting (mesh Wi-Fi systems, DNS, VPNs, bandwidth contention, ISP issues).

Communication & Composure: Impeccable verbal and written communication skills. Proven track record of staying calm, poised, and decisive under high-pressure, time-sensitive circumstances.

Discretion: An uncompromising standard of professional integrity, emotional intelligence, and respect for confidential business matters.

Availability: Flexibility to provide occasional on-call assistance outside standard working hours and travel as needed for high-profile executive events or board meetings.

Nice to Have:

Prior experience designing and launching an executive or concierge IT support model from scratch.

Professional certifications (e.g., Apple Certified Support Professional, Jamf Certified Tech, Okta Certified Professional, CompTIA Network+/Security+).

Familiarity with streaming/broadcasting tools (OBS, vMix, hardware switchers) for live hybrid events.

Basic scripting or automation skills (Python, Claude, Claude Code, API integrations via n8n.

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