IT Support Engineer

Coinbase
San Francisco, United States
Workplace: RemoteFull timeUSD 96,304 - 113,859 annuallyFunction: IT Support & HelpdeskSkills: ["Ownership","Process improvement","Problem-solving","Cross-functional collaboration","Human oversight"]

Own end-to-end onboarding support operations for new hires, ensuring Day 1 account setup, device readiness, and Slack-based issue resolution. Manage a global support rotation, triage and escalate onboarding requests via ticketing systems, and maintain an onboarding knowledge base and computer setup guide. Use metrics to improve ticket trends and support efficiency, piloting low-code automations, bots, and AI-assisted support with human-in-the-loop oversight.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Coinbase
Coinbase
1 day ago

IT Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own end-to-end onboarding support operations for new hires, ensuring Day 1 account setup, device readiness, and Slack-based issue resolution. Manage a global support rotation, triage and escalate onboarding requests via ticketing systems, and maintain an onboarding knowledge base and computer setup guide. Use metrics to improve ticket trends and support efficiency, piloting low-code automations, bots, and AI-assisted support with human-in-the-loop oversight.
Location: San Francisco, United States
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Own new hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue resolution, and facilitated sessions for specialized cohorts.
  • •Manage the global onboarding support rotation 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.
  • •Maintain the Computer Setup Guide and onboarding knowledge base so documentation stays accurate and aligned with current systems and workflows.
  • •Drive onboarding workflow improvements using low-code automations, bots, and AI-assisted support, and track metrics on onboarding quality and support efficiency.

Pay and Benefits

Salary: USD 96,304 - 113,859 annually
Perks:MedicalDentalVision401kEquity

Key Requirements

  • •3+ years in IT service desk, IT support, or onboarding operations supporting employees through account setup, device readiness, and Day 1 workflows.
  • •Ownership of recurring operational processes while maintaining 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.
  • •Ability to identify operational patterns and translate 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.
Experience:Onboarding operationsIT service desk
Skills:OwnershipProcess improvementProblem-solvingCross-functional collaborationHuman oversight
Languages:English
Tech Stack:SlackJira Service ManagementTicketing systemsLibreChatGeminiGlean

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
WebsiteLinkedIn