Senior Exec IT & Events Engineer at Kong

Job description

Are you ready to unlock intelligence? If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. 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 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