IT Support Engineer, Executive Support

United States Digital Space LLC; San Francisco (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

United States Digital Space LLC in San Francisco is building an executive support function within IT, hiring an IT Support Engineer to lead white-glove service for our executives, ABPs, and the board. You will define the service model, runbooks, intake and escalation paths, and trusted relationships to make it work.

You will own the request end to end and coordinate with IT Engineering pods as needed. The role requires 7+ years in IT support and 3+ years in executive support, with a focus on

Qualifications

• 7+ years of experience in IT support and 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.

Responsibilities

• Stand up the executive support intake channels and run it: monitor, respond, and follow through on every request from executives, ABPs, and board members.
• Define the white-glove service model for discretion-sensitive asks and deliver to it, holding confidentiality under pressure.
• Design the board-meeting AV support playbook with the AV pod, and provide AV support for executive rooms and board meetings, from setup and pre-checks through live triage.
• Create exec-support runbooks and SLAs that keep the service consistent as it grows.
• Build trusted relationships with ABPs and executive staff, and establish clear intake paths so leadership knows exactly where to go.
• Handle ABP escalations and exec-urgent issues calmly, and route into specialist lanes or IT Engineering pods when a request needs them.

Skills

Executive support

IT support

macOS

Security

Education

Bachelor's degree

Tools

AV equipment

Runbooks

Job description

About the company

the company’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role

We're standing up a dedicated executive support function within IT, and we're hiring the IT Support Engineer who will build it. IT Support is the front door for every employee technology need at the company, and this role creates its most visible lane: white-glove support for our executives, their administrative business partners (ABPs), and our board.

You'll define what that service looks like: the support model for execs, board, and ABPs, the runbooks behind it, the intake and escalation paths, and the trusted relationships with ABPs and exec staff that make it work. You'll set the bar for discretion and polish as you go. You'll also be the person our leadership reaches when technology gets in the way. The requests that land in this lane range from routine to highly sensitive, and many arrive urgent: an executive locked out minutes before a meeting, an AV issue in a room full of leadership, a board member who needs setup handled quietly and correctly the first time. You own the request end to end and pull in specialist functions or IT Engineering pods as needed.

Responsibilities

• Stand up the executive support intake channels and run it: monitor, respond, and follow through on every request from executives, ABPs, and board members
• Define the white-glove service model for discretion-sensitive asks and deliver to it, holding confidentiality under pressure
• Design the board-meeting AV support playbook with the AV pod, and provide AV support for executive rooms and board meetings, from setup and pre-checks through live triage
• Create exec-support runbooks and SLAs that keep the service consistent as it grows
• Build trusted relationships with ABPs and executive staff, and establish clear intake paths so leadership knows exactly where to go
• Handle ABP escalations and exec-urgent issues calmly, and route into specialist lanes or IT Engineering pods when a request needs them
• Establish the board member device, account, and access setup process with our Onboarding lane
• Work the shared ticket queue with the SF Core team: walk-ups, desk-side help, hardware swaps, it-assist overflow, and AV T1 triage
• Participate in the Core on-call rotation and contribute to the knowledge base and runbooks
• Maintain a regular on-site presence in San Francisco

You may be a good fit if you have

• 7+ years of experience in IT support and 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

Nice to have

• 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

Deadline to apply: None. Applications will be received on a rolling basis.

Logistics

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

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship:We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

How we're different

We believe that the highe