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Salary: USD 96,304 - 113,859 / annual
Coinbase is seeking an IT Service Desk Engineer to own end-to-end new hire onboarding operations globally. This role sits at the center of how Coinbase scales onboarding support, partnering across IT, People Ops, Engineering, and Security to deliver a consistent, high-quality experience.
You will run day-to-day support operations, maintain documentation and workflows that power onboarding, and drive automation that reduces friction while keeping quality high.
Key Responsibilities:
- Own new hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue resolution, and facilitated sessions for high-touch or specialized cohorts
- Manage the global onboarding support rotation, ensuring regional coverage and readiness, and train rotating team members on onboarding standards and processes
- Lead intake, triage, and escalation of onboarding-related requests through ticketing systems, coordinating with partner teams to resolve blockers impacting new hires
- Maintain the Computer Setup Guide and onboarding knowledge base, ensuring documentation stays accurate and aligned with live UI, system behavior, and operational workflows
- Drive onboarding workflow improvements by identifying repetitive issues and piloting low-code automations, bots, and AI-assisted support motions that reduce manual work at scale
- Track and surface operational metrics on onboarding quality, ticket trends, and support efficiency, using data to recommend process and tooling improvements
Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called "surges."
Requirements:
- 3+ years in IT service desk, IT support, or onboarding operations with hands-on experience supporting employees through account setup, device readiness, and Day 1 workflows
- Demonstrated ownership of recurring operational processes with proven ability to maintain accuracy across documentation, knowledge bases, and support workflows
- Experience triaging and resolving issues in ticketing systems (e.g., Jira Service Management) and support channels (e.g., Slack), including escalation coordination with cross-functional stakeholders
- Track record of identifying operational patterns and translating findings into measurable process improvements, automation, or workflow optimizations
- Experience coordinating QA reviews or operational health checks and producing summary reporting that surfaces blockers, gaps, and improvement opportunities
- Ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality
