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Coinbase

IT Support Engineer

San Francisco, CA$96.3k–$113.9kmidAdded today

About this role

Coinbase is seeking an IT Service Desk Engineer to lead end-to-end new hire onboarding operations, managing global support rotations, troubleshooting Day 1 issues, and driving automation improvements. You'll partner across teams to ensure every employee has a smooth onboarding experience while maintaining documentation, tracking metrics, and optimizing workflows at scale.

What you'll do

  • Own new hire onboarding support operations including Slack-based troubleshooting and Day 1 issue resolution
  • Manage global onboarding support rotation, ensuring regional coverage and training team members on standards
  • Lead intake, triage, and escalation of onboarding requests through ticketing systems, coordinating cross-functional resolution
  • Maintain Computer Setup Guide and knowledge base documentation for accuracy and alignment with system behavior
  • Identify repetitive issues and pilot low-code automations, bots, and AI-assisted support solutions
  • Track operational metrics on onboarding quality, ticket trends, and support efficiency to recommend improvements

What they're looking for

  • IT service desk and onboarding operations support
  • Ticketing system management (Jira Service Desk)
  • Slack and support channel troubleshooting
  • Process documentation and knowledge base maintenance
  • Issue triage and escalation coordination
  • Generative AI tools (LibreChat, Gemini, Glean)
  • Data analysis and metrics reporting
  • Cross-functional stakeholder coordination

Benefits

  • Equity and bonus eligibility
  • Medical, dental, and vision coverage
  • 401(k) retirement plan
  • Quarterly in-person working sessions (surges)
  • Remote-first work environment
  • Opportunity to impact financial freedom mission
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Coinbase

Coinbase builds cryptocurrency and financial services infrastructure, with a focus on internal platforms, developer tools, and compliance systems. The company is hiring software engineers, platform engineers, and analytics engineers to enhance developer infrastructure, support operations, power compliance workflows, and deliver data analytics solutions.

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Likely interview questions

  • Walk us through a time you identified a repetitive onboarding issue and how you designed an automation or process improvement to address it at scale.
  • How have you used generative AI tools to improve efficiency in your IT support workflows while maintaining quality and accuracy?
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