Coinbase
IT Service Desk Engineer
Remote - USA
Sponsorship not specified$96k-$114kDetected 6 hours ago
iOSAndroidAWSCloud PlatformsLLMsProcurementCustomer SupportTCP/IPDNSVPN
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odds of building a lasting career here
53Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role100
Entry-level history0
PERM / green-card track0
Lottery odds (Level II)66
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~30% per draw at Level II). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
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About the role
- The bar is high, the environment is intense, and we like it that way.
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 including Google Workspace, Atlassian, Okta, Jamf, and Slack, along with 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 that 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 and deliver measurable operational impact
- 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 in an enterprise environment supporting 1,000+ users
- Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment, with demonstrated ability to mentor Tier 1 engineers and improve escalation quality
- Track record of using support metrics and recurring issue data to identify improvement opportunities, create documentation that reduces ticket volume, and communicate outcomes to stakeholders
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Requirements
- Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting, combined with working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale
- Required Skills and Experience:
Skills
- Experience working in agile, cross-functional IT environments with multiple concurrent priorities
- Ready to do the most impactful work of your career?
- This isn't a place for complacency, it's a place to be pushed past your perceived limits.
- Coinbase is a remote-first, but not remote-only company.
- Expect to get together quarterly for intense in-person working sessions called "surges." learn more about working at Coinbase.
Compensation
- $96,304 - $113,859 USD
- Notice: Base salary varies by location (see range below).
- Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Annual base salary range (excluding equity and bonus):
Company info
- At Coinbase, we are uncompromising on our mission to increase economic freedom.
Equal opportunity
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.
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This listing is sourced directly from Coinbase's careers page and normalized into a canonical job model.