3 days ago

IT Service Desk Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues, ensuring SLA performance across a global user base. Support and administer enterprise SaaS tools including Google Workspace, Atlassian, Okta, Jamf, and Slack, including onboarding and offboarding workflows. Perform root-cause analysis, improve documentation and knowledge base content, and partner cross-functionally to drive automation and measurable service desk improvements.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key 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 (Google Workspace, Atlassian, Okta, Jamf, Slack) and associated 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, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues and improve service delivery; identify trends and use automation/process improvements to reduce manual work

Pay and Benefits

Salary: USD 96,304 - 113,859 annually

Equity and Bonus:Equity

Perks:MedicalDentalVision401k

Key Requirements

•5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces, including 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack for 1,000+ users
•Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment, including the ability to mentor Tier 1 engineers
•Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting, plus working knowledge of scripting/automation to improve efficiency
•Experience using support metrics and recurring issue data to identify improvements, create documentation that reduces ticket volume, and communicate outcomes to stakeholders
•Experience working in agile, cross-functional IT environments with multiple concurrent priorities, plus responsible use of generative AI tools with human oversight

Experience:Enterprise ITSaaSService desk

Skills:Root cause analysisEscalation managementSLA ownershipDocumentationStakeholder communicationAutomationProcess improvementHuman oversight

Languages:English

Tech Stack:MacOSIOSChrome OSAndroidWindowsAWS WorkspacesGoogle WorkspaceAtlassianOktaJamfSlackTCP/IPDNSVPNWi-FiScriptingAutomationLibreChatGeminiGlean

Company Brief

Coinbase

Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Coinbase

3 days ago

IT Service Desk Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key 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 (Google Workspace, Atlassian, Okta, Jamf, Slack) and associated 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, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues and improve service delivery; identify trends and use automation/process improvements to reduce manual work

Pay and Benefits

Salary: USD 96,304 - 113,859 annually

Equity and Bonus:Equity

Perks:MedicalDentalVision401k

Key Requirements

•5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces, including 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack for 1,000+ users
•Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment, including the ability to mentor Tier 1 engineers
•Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting, plus working knowledge of scripting/automation to improve efficiency
•Experience using support metrics and recurring issue data to identify improvements, create documentation that reduces ticket volume, and communicate outcomes to stakeholders
•Experience working in agile, cross-functional IT environments with multiple concurrent priorities, plus responsible use of generative AI tools with human oversight

Experience:Enterprise ITSaaSService desk

Skills:Root cause analysisEscalation managementSLA ownershipDocumentationStakeholder communicationAutomationProcess improvementHuman oversight

Languages:English

Tech Stack:MacOSIOSChrome OSAndroidWindowsAWS WorkspacesGoogle WorkspaceAtlassianOktaJamfSlackTCP/IPDNSVPNWi-FiScriptingAutomationLibreChatGeminiGlean

Company Brief

Coinbase

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn