IT Service Desk Engineer

📍 United States

USD 96,300-113,900 per year

MIDDLE

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 2 AWS @ 5 Agile @ 3 Android @ 5 Compliance GenAI Generative AI @ 2 Networking @ 3 Security Slack @ 5 iOS @ 5 macOS @ 5

Details

Coinbase is a remote-first, but not remote-only company. Employees are expected to meet quarterly for in-person working sessions called “surges.”

As an IT Service Desk Engineer on the IT team, you will help keep Coinbase employees productive and supported globally. You will own complex Tier 2 escalations, resolve issues across devices, applications, and cloud platforms, and help improve and scale the service desk as the company grows.

Responsibilities

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, as well as 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 to reduce repeat tickets and improve support quality.
Partner with IT Operations, Security, IAM, Corporate 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.

Requirements

5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces.
3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting more than 1,000 users.
Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment.
Ability to mentor Tier 1 engineers and improve escalation quality.
Mid-level networking knowledge, including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
Working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale.
Experience 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.
Ability to use generative AI responsibly, maintaining human oversight and applying human-in-the-loop practices to deliver business-ready outputs and improve efficiency, cost, and quality.
Familiarity with generative AI tools and copilots such as LibreChat, Gemini, and Glean.

Compensation

Annual base salary ranges from $96,304 to $113,859 USD, excluding equity and bonus. Total compensation may also include equity and bonus eligibility, as well as medical, dental, vision, and 401(k) benefits.

Candidates may submit a maximum of three applications within a six-month period.