Overview
IT Service Desk Engineer responsible for Tier 2 support and escalations for Coinbase employees across devices, applications, and cloud platforms.
What you'll do
- 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 including Google Workspace, Atlassian, Okta, Jamf, and Slack, plus 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 support trends and workflow gaps, then use automation, scripting, or process improvements to reduce manual work.
What you'll need
- 5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces.
- 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting 1,000+ users.
- Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment.
- Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
- Working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale.
- Experience working in agile, cross-functional IT environments with multiple concurrent priorities.
Details
- Location: Remote - USA.
- Base salary range: $96,304 - $113,859 USD (annual).
- Employment model: remote-first company with quarterly in-person “surges.”
Read the full description and apply on the company’s own careers page.
