Onboarding Operations Engineer - AI Automation

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

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.