Remote IT Onboarding Ops Engineer - Automate & Scale

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

Job summary

Coinbase is seeking an IT Service Desk Engineer to own onboarding operations globally, partnering across IT, People Ops, Engineering, and Security to deliver a consistent Day 1 experience. You will manage day-to-day onboarding support, maintain knowledge bases, and drive automation using low-code tools and AI, measuring onboarding quality and efficiency.

Base salary ranges and total compensation are described, with equity and bonus potential, for a remote-friendly role that supports a diverse

Qualifications

• 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
• Ownership of recurring operational processes with accuracy across documentation, knowledge bases, and support workflows
• Experience triaging and resolving issues in ticketing systems (e.g., Jira Service Management) and 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.

Responsibilities

• Own 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

Skills

IT service desk

Onboarding operations

Jira Service Management

Slack

Automation

AI-assisted support

Data analysis

Tools

Slack

Low-code automation tools

AI copilots

Job description

Coinbase is seeking an IT Service Desk Engineer to own onboarding operations globally, partnering across IT, People Ops, Engineering, and Security to deliver a consistent Day 1 experience. You will manage day-to-day onboarding support, maintain knowledge bases, and drive automation using low-code tools and AI, measuring onboarding quality and efficiency.

Base salary ranges and total compensation are described, with equity and bonus potential, for a remote-friendly role that supports a diverse