IT Service Desk Engineer, Coinbase
$96.3-113.9k
Digital currency exchange
Be an early applicant
Digital currency exchange
1001+ employees
Be an early applicant
$96.3-113.9k
1001+ employees
Company mission
To increase economic freedom for more than 1 billion people.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Coinbase has built a reputation as one of the most accessible entry points into the world of cryptocurrency. With features like crypto wallets, direct bank account linking, and merchant payment tools, it's helping bring crypto into the mainstream. But the company isn't just relying on its early success, it's evolving fast to stay relevant in a rapidly changing market.
For example, its doubled down on institutional clients, now serving as the custodian for the majority of approved Bitcoin and Ethereum ETFs. Its Prime platform also offers a full suite of services for hedge funds, asset managers, and financial institutions. As demand for regulated crypto products rise globally (particularly in Asia), Coinbase is ready to expand.
Its also making moves to engage with younger audiences, by partnering with Riot Games to sponsor global eSports events for League of Legends and Valorant. This partnership highlights Coinbase's strategy to integrate Web 3.0 technologies into mainstream entertainment, aiming to bridge the gap between gaming and cryptocurrency for a new generation of users.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2018
$300m
GROWTH EQUITY VC
Aug 2017
$108.1m
SERIES D
Total funding: $528.5m
Leadership
Brian Armstrong
(Co-Founder & CEO)Previously founded UniversityTutor.com, also worked as a Software Engineer at AirBnb
Alessia Haas
(CFO)Previously held various head positions, including VP at GE Healthcare, Director at Merrill Lynch and CFO at CIT Bank and Oz Management
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