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IT Support Engineer

Coinbase
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San Francisco, CA$96.3k - $113.9kfull-timePosted 3w ago

About the role

IT Service Desk Engineer at Coinbase owning end-to-end onboarding operations and day-to-day onboarding support, coordinating cross-functional teams to deliver a consistent, high-quality onboarding experience for new hires.

Responsibilities

  • 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

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
  • 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

Skills

Required:IT service desk / onboarding operationsDocumentation & knowledge base managementTicketing systems (Jira Service Management)Slack / collaboration tools

Benefits

  • Medical Plan, Dental and Vision Plan with generous employee contributions
  • Health Savings Account with company contributions each pay period
  • Disability and Life Insurance
  • 401(k) plan with company match
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Generous Time off/Leave Policy
  • The option of getting paid in digital currency
Last updated Oct 15, 2026. Interested? Apply on the company site.
Coinbase logo

About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

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