IT Service Desk Engineer

Coinbase Careers Page • $96K — $113K *
US-AnywhereRemote in United States
Information Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years of Tier 2 technical support experience across multiple operating systems including macOS and Windows/AWS Workspaces
  • 3+ years of administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise setting for 1,000+ users
  • Proven skills in root cause analysis, escalation management, and SLA ownership
  • Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting
  • Experience with scripting, automation, or workflow tools to improve support efficiency
  • Ability to identify support improvement opportunities using metrics and data analysis
  • Demonstrated responsible use of generative AI tools to enhance workflows.

Responsibilities

  • Own Tier 2 troubleshooting and resolution for hardware, software, and networking issues
  • Support the SaaS ecosystem including Google Workspace, Atlassian, Okta, and Slack
  • Perform root cause analysis for recurring high-impact issues
  • Build and maintain documentation and knowledge base content to reduce repeat tickets
  • Collaborate with various IT departments and vendors on advanced issue resolution
  • Identify support trends and workflow gaps to implement automation or process improvements

Benefits

  • Medical, dental, and vision coverage
  • 401(k) plan
  • Potential equity and bonus eligibility
Full Job Description
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.

#P77740

Pay Transparency Notice:Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$96,304-$113,859 USD

  • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.

About Coinbase Careers Page

Coinbase Careers Page

There has never been a better time to join the global team of Coinbase professionals, a leading force in the cryptocurrency industry and a hub for innovation and growth.

Work You’ll Do

Join Coinbase's market-leading team to assist some of the most innovative companies and individuals in mastering the digital currency landscape. Transform financial transactions and systems with the best minds at Coinbase, where leadership in technology and consulting converges to drive digital innovation. Lead from a unique position in the marketplace, at the intersection of technology, financial expertise, and digital innovation. Work with a global team of business and technology advisors to help clients and the company navigate through the evolving world of digital currencies. Collaborate with a dedicated group of professionals who are experts in blockchain technology and cryptocurrency – all committed to advancing the industry.

Introducing the Coinbase Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and professionals master their financial digital transformation journey with Coinbase.

Do Innovative Work

Join a dedicated group of experts at the forefront of blockchain technology and digital currencies, where industry expertise meets digital innovation.

Drive Innovation

Deliver targeted solutions on the most trusted platforms through a depth and breadth of consulting experience and innovation that’s second to none.

Be Part of a Great Team

Work on a wide range of technology projects and harness the capabilities of a team known for its global scale and solution development.

Future-Proof Your Career

Advance your career with near-limitless opportunities in a company that offers unmatched training, development, and certification support.

Explore

Discover how Coinbase is leading the way in blockchain technology and cryptocurrency solutions, making financial systems more accessible and efficient.

The Coinbase Employment Experience

The combined service capabilities, global scale, and joint solution development help clients and employees overcome challenges and lead transformation in the financial industry. Clients and professionals around the globe look to Coinbase for new strategies and solutions to drive innovation and growth in the era of digital finance. Bringing together dedicated professionals, Coinbase empowers individuals to thrive in the era of digital disruption.

Stay Connected

Join the Team

Search open positions that match your skills and interests. The team looks for passionate, curious, creative, and solution-driven team players. SEARCH COINBASE JOBS

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at Coinbase.

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Learn more about Coinbase Careers Page
Industry
Finance & Insurance
* Ladders Estimates

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