IT Service Desk Engineer

About the role

This role is central to ensuring Coinbase employees worldwide have the technical support they need to be productive. You will handle complex support requests, resolve issues across various systems, and contribute to the ongoing improvement and expansion of our service desk operations.

Key facts

What you'll do

• Manage and resolve escalated technical issues from Tier 1 support, addressing hardware, software, network, and access problems while meeting service level agreements.
• Provide support for Coinbase's suite of software applications, including Google Workspace, Atlassian, Okta, Jamf, and Slack, as well as manage employee onboarding and offboarding processes.
• Investigate the underlying causes of recurring or significant technical problems and implement solutions to prevent future occurrences.
• Develop and maintain internal documentation, standard operating procedures, and knowledge base articles to enhance support efficiency and reduce ticket volume.
• Collaborate with other IT departments, security teams, and external vendors to resolve advanced technical challenges and improve overall service delivery.
• Analyze support trends and identify areas for process improvement, using automation or scripting to streamline tasks and achieve operational gains.

Requirements

• A minimum of 5 years of experience in Tier 2 technical support, covering macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces.
• At least 3 years of experience administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise setting supporting over 1,000 users.
• Demonstrated ability in root cause analysis, managing escalations, and meeting service level agreements in a high-volume support environment.
• Experience mentoring junior support staff and improving the quality of escalated issues.
• Foundational knowledge of networking concepts such as TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
• Familiarity with scripting, automation, or workflow tools to increase efficiency.
• A history of using support data to identify improvement opportunities, creating documentation to reduce ticket volume, and communicating findings to stakeholders.
• Experience working in agile, cross-functional IT teams with the ability to manage multiple priorities.
• Responsible use of generative AI tools, maintaining human oversight for business-ready outcomes and efficiency improvements.
• Ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily tasks, adapt to evolving tools, and apply human-in-the-loop practices.

Nice to have

• Experience with generative AI tools and copilots such as LibreChat, Gemini, or Glean.

Skills & tools

• macOS, iOS, Chrome OS, Android, Windows/AWS Workspaces
• Google Workspace, Atlassian, Okta, Jamf, Slack
• TCP/IP, DNS, VPN, Wi-Fi
• Scripting and automation
• Generative AI tools

Practical notes

• Annual base salary range: $96,304 - $113,859 USD. Total compensation may include equity and bonus eligibility, plus benefits like medical, dental, vision, and 401(k).
• Candidates are limited to a maximum of 3 applications within a 6-month period.
• This is a remote-first, but not remote-only company. Expect quarterly in-person working sessions.
• Coinbase is an Equal Opportunity Employer.
• For US applicants, information on Employee Rights, Know Your Rights, and E-Verify is available.
• To request accommodations for a disability, email accommodations[at]coinbase.com.
• By applying, you agree to the Candidate Privacy Notice and, for US applicants, the Arbitration of Disputes.