Why This Job is Featured on The SaaS Jobs
Executive IT Support roles are often overlooked in SaaS, yet they sit close to the operational heartbeat of a cloud company. PagerDuty operates an Operations Cloud used by large enterprises, which typically brings rigorous expectations around uptime, security, and meeting reliability. Supporting the CEO and senior leadership in that context connects day to day IT execution to the moments that matter in a SaaS business, including board interactions, earnings cycles, and externally visible events.
From a SaaS career standpoint, the role builds durable experience across the modern internal stack that many subscription software companies standardise on, spanning identity, device management, collaboration tooling, and service management. The remit also signals exposure to process discipline through documentation and runbooks, and to cross regional operating models through coordination with global IT teams. The inclusion of AI productivity tooling hints at hands-on involvement in how SaaS companies evaluate and operationalise new workplace automation.
This position suits someone who prefers ownership over escalation, and who can balance technical depth with a high trust service posture. It is a strong match for professionals who want proximity to decision makers while staying grounded in practical systems work, particularly in an office based environment with periodic travel support.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
ABOUT PAGERDUTY
PagerDuty is the AI-driven Operations Cloud trusted by over half of the Fortune 500 and nearly 70% of the Fortune 100 to keep their critical systems running smoothly. What started with three Amazon developers in 2009 has grown into a vibrant global community of 1,200+ Dutonians across five continents. We are engineers, designers, operators, and builders who believe in doing meaningful work that has real impact. We are a Great Place to Work certified organization and consistently recognized for excellence in both technology and culture.
At PagerDuty, every role has a purpose. We move fast, champion our customers, and run together - guided by five core values: Champion the Customer, Run Together, Ack & Own, Take the Lead, and Bring Your Self. If you thrive in an environment where technology problems are solved before anyone notices them, and where your craft directly enables the leaders driving company strategy, you might be our next Dutonian.
THE OPPORTUNITY
PagerDuty is looking for an Executive IT Support Engineer to join our IT Operations team. In this critical, high-impact position, you will act as the primary technology partner for our CEO and Senior Leadership Team (SLT), providing Tier 3+ white-glove service. Your mission is to ensure flawless, continuous technology operations for our executives, whether they are at our San Francisco headquarters, traveling for board meetings and earnings calls, or working from various home environments across global time zones.
In this role, you are far more than a support resource; you are a proactive partner and trusted advisor tasked with anticipating points of failure before they impact productivity. You will take full end-to-end accountability for the technology ecosystem within the Office of the CEO, maintaining the highest levels of discretion and a calm presence. By blending Tier 3+ technical expertise with a service-oriented mindset, you will ensure that technology remains seamless for our executive leaders.
Based in our San Francisco office, this position requires an onsite presence four days a week, with the flexibility for travel to provide mobile support to the executive leadership team as needed.
KEY RESPONSIBILITIES
Executive Technology Ownership
- Provide Tier 3+ white-glove technical support to the CEO, C-Suite, SLT, and Executive Assistants - ensuring prompt, seamless resolution of hardware, software, connectivity, and AV issues.
- Take full end-to-end accountability for the technology experience across office, home, and mobile environments for the Office of the CEO.
- Proactively monitor systems, anticipate points of failure - especially during critical business cycles and travel schedules - and resolve issues before they surface.
- Build and maintain detailed technical run-books and travel-ready "Go-Kits" so that executive support remains consistent and predictable regardless of location or time zone.
Meeting Reliability & AV Operations
- Own the "success of the session" - conduct rigorous pre-flight AV testing and manage complex hybrid meeting configurations for board meetings, earnings calls, all-hands events, and keynote presentations.
- Provide real-time, on-site technical presence during high-stakes executive meetings and events.
AI & Productivity Tools
- Collaborate with IT and the wider Technology group to implement and refine AI-driven tools and agentic platforms customized for executive requirements.
- Support the automation of standard executive processes and enhance senior-level decision-making through the use of intelligent technology solutions.
Technical Operations
- Provision, manage, and sustain macOS and Windows environments, utilizing JAMF and Intune Autopilot for executive-level device deployment.
- Manage and assist with enterprise SaaS ecosystems, including Google Workspace, Microsoft 365, Slack, Zoom, Okta, and associated platforms.
- Oversee IT hardware assets, manage procurement, and ensure the swift repair or replacement of equipment.
Identity, Security & Access
- Manage executive identity and access - balancing high-security requirements with low-friction daily workflows, troubleshooting authentication issues, and ensuring Okta and MS Entra best practices are maintained.
- Enforce IT security policies and best practices across all executive-managed devices and accounts.
- Execute timely employee onboarding and offboarding, including provisioning and de-provisioning of devices, accounts, and access.
Service Management & Collaboration
- Use JIRA Service Management to triage, acknowledge, and resolve tickets in alignment with aggressive SLA standards appropriate for executive-level support.
- Collaborate with IT Operations globally (EMEA, APAC, LATAM, USA) on projects, platform rollouts, and process improvements.
- Participate in infrastructure upgrade cycles, technology refresh programs, and IT-wide initiatives.
WHAT YOU'LL BRING
Required Experience & Skills
- 5+ years of IT support experience, including a minimum of 3 years providing white-glove, dedicated support to C-Suite executives or senior leadership in a fast-paced technology environment.
- Advanced expertise in macOS as the primary platform, with solid Windows proficiency in enterprise environments.
- Deep hands-on knowledge of MDM platforms (JAMF and Intune), Zoom A/V hardware, and complex networking environments.
- Strong proficiency administering enterprise SaaS applications - Google Workspace, Microsoft 365, Slack, Okta, and other productivity platforms.
- Solid grounding in networking fundamentals: DNS, DHCP, VPNs, VLANs, and firewall configurations.
- Demonstrated track record of proactive maintenance, detailed documentation, and disciplined follow-through.
- Exceptional interpersonal skills - calm under pressure, decisive, and highly discreet. You understand the nuances of operating with the Office of the CEO.
- Strong organizational skills and the ability to manage multiple, competing priorities in a globally distributed, fast-paced environment.
- Knowledge of IT security best practices and ITIL principles.
Bonus If You Have
- Experience deploying or optimizing AI productivity tools and agentic platforms for executive or high-profile users.
- Demonstrated success mentoring junior IT staff, managing escalations, and improving Helpdesk workflows through automation and process optimization.
- Bachelor's degree in Information Technology or a related field.
- Relevant certifications: Apple, JAMF, CompTIA A+, Network+, ITIL, or equivalent vendor-specific credentials.
- Flexibility and availability to provide on-call support during critical business cycles (earnings, board meetings, major launches).
WHY PAGERDUTY
At PagerDuty, you'll do career-defining work that matters. Here's what being a Dutonian means:
- High visibility and direct impact - you'll support the leaders driving PagerDuty's global strategy and execution.
- Competitive pay so you share in the company's success.
- Comprehensive medical coverage starting on day one.
- Generous paid time off, dedicated Wellness days, and parental leave.
- Career and leadership development programs designed to help you grow.
- An award-winning culture: Great Place to Work certified™, Fortune's Best Workplace in Technology, and more.
- A flexible, open environment where bringing your full self to work is not just welcome - it's expected.
Salary Range: $95,000 - $144,100
