IT Support Engineer

Coinbase, Inc.; San Francisco (CA); Remote; USD 96,000 - 114,000; Full time

Job summary

Coinbase, Inc. is hiring an IT Service Desk Engineer to own onboarding operations and ensure Day 1 readiness for new hires. This role sits at the center of onboarding support globally, partnering with IT, People Ops, Engineering, and Security to deliver a consistent, high-quality experience.

You will manage day-to-day support, maintain guides and workflows, and drive automation with low-code tools and AI-assisted methods to scale the onboarding process while reducing manual work.

Qualifications

• 3+ years in IT service desk, IT support, or onboarding operations.
• Experience documenting processes and maintaining knowledge bases.
• Experience triaging issues in Jira Service Management and Slack.
• Ability to translate operational patterns into improvements and automation.
• Experience coordinating QA reviews and health checks.
• Familiarity with generative AI tools and human-in-the-loop practices.
• Ability to learn new tools and adapt to evolving tech.

Responsibilities

• Own onboarding support operations and Day 1 setup.
• Manage global onboarding rotation and training.
• Lead intake, triage, escalation of onboarding requests.
• Maintain setup guides and knowledge bases.
• Drive automation and low-code solutions to reduce manual work.
• Track metrics and surface insights for process improvements.

Skills

IT service desk

Onboarding operations

Slack

Jira Service Management

Documentation

Automation

Data-driven improvements

Cross-functional collaboration

Tools

Jira Service Management

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 own the end-to-end onboarding operations experience that sets every new hire up for success on Day 1. This role sits at the center of how Coinbase scales onboarding support globally, partnering across IT, People Ops, Engineering, and Security to deliver a consistent, high-quality experience. You'll run the day-to-day support operations, maintain the documentation and workflows that power onboarding, and drive automation that reduces friction while keeping quality high.

What you'll do:

• Own new hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue resolution, and facilitated sessions for high-touch or specialized cohorts
• Manage the global onboarding support rotation, ensuring regional coverage and readiness, and train rotating team members on onboarding standards and processes
• Lead intake, triage, and escalation of onboarding-related requests through ticketing systems, coordinating with partner teams to resolve blockers impacting new hires
• Maintain the Computer Setup Guide and onboarding knowledge base, ensuring documentation stays accurate and aligned with live UI, system behavior, and operational workflows
• Drive onboarding workflow improvements by identifying repetitive issues and piloting low-code automations, bots, and AI-assisted support motions that reduce manual work at scale
• Track and surface operational metrics on onboarding quality, ticket trends, and support efficiency, using data to recommend process and tooling improvements

Required Skills and Experience:

• 3+ years in IT service desk, IT support, or onboarding operations with hands-on experience supporting employees through account setup, device readiness, and Day 1 workflows
• Demonstrated ownership of recurring operational processes with proven ability to maintain accuracy across documentation, knowledge bases, and support workflows
• Experience triaging and resolving issues in ticketing systems (e.g., Jira Service Management) and support channels (e.g., Slack), including escalation coordination with cross-functional stakeholders
• Track record of identifying operational patterns and translating findings into measurable process improvements, automation, or workflow optimizations
• Experience coordinating QA reviews or operational health checks and producing summary reporting that surfaces blockers, gaps, and improvement opportunities
• 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.

#P78405

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.
• 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.