Onboarding Ops Engineer — Remote IT Support

Bison Trails Co.; San Francisco (CA); Remote; USD 96,000 - 114,000; Full time

Job summary

Coinbase is seeking an IT Service Desk Engineer to own the end‑to‑end onboarding operations experience, enabling Day 1 success for new hires. You will support day‑to‑day operations, maintain workflows and documentation, and drive automation to scale onboarding while maintaining quality.

The role sits at the center of cross‑functional collaboration with IT, People Ops, Engineering, and Security. You will manage the onboarding rotation, triage requests, and contribute to process improvements in a

Qualifications

• 3+ years in IT service desk or onboarding operations.
• Experience with Jira Service Management and Slack.
• Ability to drive process improvements and automation.
• Experience coordinating QA reviews and health checks.

Responsibilities

• Own onboarding support operations from issue resolution to sessions for high-touch cohorts.
• Manage global onboarding support rotation for regional coverage and training.
• Lead intake, triage, and escalation of onboarding requests with cross-functional teams.
• Maintain the Onboarding Computer Setup Guide and knowledge base.
• Pilot low-code automations and AI-assisted support to reduce manual work at scale.
• Surface metrics on onboarding quality and efficiency to guide improvements.

Skills

IT support

Onboarding ops

Cross-functional coordination

Automation

Tools

Jira Service Management

Slack

Job description

Coinbase is seeking an IT Service Desk Engineer to own the end‑to‑end onboarding operations experience, enabling Day 1 success for new hires. You will support day‑to‑day operations, maintain workflows and documentation, and drive automation to scale onboarding while maintaining quality.

The role sits at the center of cross‑functional collaboration with IT, People Ops, Engineering, and Security. You will manage the onboarding rotation, triage requests, and contribute to process improvements in a