SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 96,304 - 113,859 / annual
Coinbase is seeking an IT Service Desk Engineer to support its global workforce and maintain operational excellence across the organization. In this Tier 2 technical support role, you will own complex escalations and troubleshooting for hardware, software, networking, and access issues while meeting service level agreements. You'll support Coinbase's SaaS ecosystem including Google Workspace, Atlassian, Okta, Jamf, and Slack, managing compliance and onboarding/offboarding workflows.
Key responsibilities include performing root cause analysis on recurring or high-impact issues and driving corrective actions to resolution. You'll build and maintain documentation, standard operating procedures, and knowledge base content that reduce repeat tickets and improve support quality across the organization. Collaboration is essential—you'll partner with IT Operations, Security, IAM, Corporate Engineering, Workplace, Procurement, and external vendors to resolve advanced issues and enhance service delivery.
You'll identify support trends and workflow gaps, then leverage automation, scripting, or process improvements to reduce manual work and deliver measurable operational impact. The role requires mentoring Tier 1 engineers and improving escalation quality in a high-volume support environment.
Required qualifications include 5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, Windows, and AWS Workspaces, with 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in enterprise environments supporting 1,000+ users. You'll need mid-level networking knowledge (TCP/IP, DNS, VPN, Wi-Fi troubleshooting) and working knowledge of scripting, automation, or workflow tooling. Proven ability to use support metrics and recurring issue data to identify improvements, create impactful documentation, and communicate outcomes to stakeholders is essential. Experience in agile, cross-functional IT environments with multiple concurrent priorities is required. The role emphasizes responsible use of generative AI tools (LibreChat, Gemini, Glean) with human oversight to improve workflow efficiency and quality.
