Role at a glance
- Salary
- $96.3K – $113.9K/yr
- Location
- Remote - US Remote - US - Zone 1 (Job Requisitions Only)
- Work arrangement
- Remote
- Employment
- Full-time
- Experience
- 5+ years of Tier 2 technical support experience
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Role Summary
The IT Service Desk Engineer supports Coinbase employees globally as part of the IT team, handling complex Tier 2 issues across devices, applications, networking, access, and cloud platforms. The role also helps scale service desk operations through root cause analysis, documentation, cross-functional collaboration, and automation.
What You'll Do
- Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues while meeting SLAs
- Support the SaaS ecosystem and compliance and onboarding/offboarding workflows
- Perform root cause analysis for recurring or high-impact issues and drive corrective actions
- Build and maintain documentation, SOPs, and knowledge base content
- Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors
- Identify support trends and workflow gaps and use automation, scripting, or process improvements to reduce manual work
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
5+ years of Tier 2 technical support across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces; 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting 1,000+ users. Requires root cause analysis, escalation management, SLA ownership, mid-level networking knowledge, scripting or automation experience, support metrics analysis, documentation, mentoring, and cross-functional IT experience.
Required
- 5+ years of Tier 2 technical support experience
- macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces
- 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack
- Enterprise environment supporting 1,000+ users
- Root cause analysis, escalation management, and SLA ownership
- TCP/IP, DNS, VPN, and Wi-Fi troubleshooting
- Scripting, automation, or workflow tooling
- Support metrics and recurring issue data analysis
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
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.
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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)).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
About the company
Coinbase
Large Enterprise
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.