IT Service Desk Engineer

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems. Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

What you’ll be doing (ie. job duties):

• Provide amazing day to day support across our hardware and software platforms, for incredibly seasoned to novice level users and everything in between.
• Resolve incidents and service requests based upon standard company best practices, utilizing our internal knowledge where and when needed.
• Support Coinbase’s SaaS tools, compliance practices, on and off-boarding processes.
• Learn, document, train, and support new applications and IT Procedures, always keeping a keen eye on opportunities to refine and increase efficiency.
• Create detailed and impactful documentation for your peers and our user base.
• Be the voice of the customer. Gather and document feedback to identify common issues and areas for continuous improvement.
• Collaborate not only with your colleagues in IT operations, but also with all teams within Coinbase and our BPO partners.

What we look for in you (ie. job requirements):

• Technical support expertise on macOS, iOS, Chrome OS, and Android operating systems, Windows / AWS Workspaces administration.
• Agent level knowledge of Jira Service Desk, or similar ticketing system.
• Mid-level networking knowledge and troubleshooting ability.
• Strong administration experience with Google for Business, Atlassian, Okta, Jamf, Slack.
• Demonstrable troubleshooting methodologies and root cause analysis.
• Able to move and set up hardware and peripherals around the office.
• Excellent communication and time management skills.
• Experience managing service vendors.

Nice to haves:

• Experience project managing medium scale rollouts.
• Scripting and automation experience.
• Experience working in an agile focused delivery environment.

Commitment to Equal Opportunity: Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.