IT Service Desk Engineer

Coinbase; Augusta (ME); Hybrid; USD 96,000 - 114,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical, dental, vision

401(k)

Job summary

Coinbase is seeking an IT Service Desk Engineer to own Tier 2 escalations across macOS, iOS, Android, Windows, and cloud platforms. You will support a global workforce and help scale the service desk with documentation and automation.

Responsibilities include resolving complex issues, maintaining SLA ownership, and collaborating with IT Operations, Security, IAM, and Vendors. A strong emphasis on generative AI usage and continuous improvement is required.

Qualifications

• 5+ years of Tier 2 support across macOS, iOS, Chrome OS, Android, Windows and AWS Workspaces in a large enterprise
• Proven root cause analysis, escalation management, and SLA ownership with mentoring experience
• Networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi with scripting/automation familiarity
• Experience using metrics to identify improvements and documenting fixes to reduce tickets
• Experience in agile, cross-functional IT environments with multiple priorities
• Responsible use of generative AI in daily workflows and human-in-the-loop practices

Responsibilities

• 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, plus onboarding/offboarding workflows
• Perform root cause analysis for recurring/high-impact issues and drive corrective actions to resolution
• Build and maintain documentation, SOPs, and knowledge base content
• Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues
• Identify support trends and use automation or scripting to reduce manual work and improve efficiency

Skills

macOS

iOS

Chrome OS

Android

Windows

AWS Workspaces

Google Workspace

Atlassian

Okta

Jamf

Slack

Root cause analysis

Scripting / Automation

SLA ownership

Agile environments

Generative AI usage

Tools

Google Workspace

Atlassian

Okta

Jamf

Slack

Job description

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.

#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

• *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.