IT Service Desk Engineer

Details

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.

We are seeking a candidate who is passionate about our mission and who believes in the power of crypto and blockchain technology. The role requires someone who relishes working with high-caliber colleagues, seeks feedback to keep leveling up, and runs towards solving hard problems. Coinbase is remote-first but not remote-only; in-person participation is required throughout the year for team and company-wide offsites, and attendance is expected and supported.

Responsibilities

• Provide day-to-day support across hardware and software platforms for a wide range of users (from seasoned to novice).
• Resolve incidents and service requests following company best practices and internal knowledge.
• Support Coinbase’s SaaS tools, compliance practices, and on- and off-boarding processes.
• Learn, document, train, and support new applications and IT procedures; identify opportunities to refine and increase efficiency.
• Create detailed and impactful documentation for peers and users.
• Gather and document user feedback to identify common issues and areas for continuous improvement.
• Collaborate with IT operations colleagues, other teams across Coinbase, and BPO partners.
• Move and set up hardware and peripherals around the office as needed.

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 a similar ticketing system.
• Mid-level networking knowledge and troubleshooting ability.
• Strong administration experience with Google for Business (Google Workspace), Atlassian, Okta, Jamf, and Slack.
• Demonstrable troubleshooting methodologies and root cause analysis skills.
• 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.

Benefits

• Medical, dental, and vision coverage (details vary by location).
• Life assurance, pension scheme, long-term disability benefit.
• Employee Stock Purchase Plan (ESPP), travel medical policy for global travelers.
• Bike to Work Scheme, wellness stipend, mobile/internet reimbursement, connections stipend.
• Learning and development allowance, employee assistance program, fertility benefits, generous time off/leave policy.

Additional information

• Job ID: P70668.
• Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from 61,800 EUR - 61,800 EUR + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
• Coinbase is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities. Coinbase may pilot AI tools for initial screening interviews for select roles; humans review interview responses and Coinbase will not use AI to make employment decisions.