IT Service Desk Engineer

About the role

As an IT Service Desk Engineer on our IT team, you'll play a key role in keeping Coinbase employees productive and supported globally. You'll own complex Tier 2 escalations, solve issues across devices, applications, and cloud platforms, and help improve and scale the service desk as Coinbase grows.

What you'll do

• Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues escalated from Tier 1 while meeting SLAs
• Support Coinbase's SaaS ecosystem including Google Workspace, Atlassian, Okta, Jamf, and Slack, along with compliance and onboarding/offboarding workflows
• Perform root cause analysis for recurring or high-impact issues and drive corrective actions through resolution
• Build and maintain documentation, SOPs, and knowledge base content that reduce repeat tickets and improve support quality
• Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues and improve service delivery
• Identify support trends and workflow gaps, then use automation, scripting, or process improvements to reduce manual work and deliver measurable operational impact

Required Skills and Experience

• 5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces, including 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting 1,000+ users
• Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment, with demonstrated ability to mentor Tier 1 engineers and improve escalation quality
• Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting, combined with working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale
• Track record of using support metrics and recurring issue data to identify improvement opportunities, create documentation that reduces ticket volume, and communicate outcomes to stakeholders
• Experience working in agile, cross-functional IT environments with multiple concurrent priorities
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality

Pay

Annual base salary range (excluding equity and bonus): $96,304 USD - $113,859 USD. Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

This response is AI-generated, for reference only.