IT Service Desk Engineer

Coinbase

IT Service Desk Engineer at Coinbase focused on Tier 2 escalations of technical issues globally. Playing a key role in keeping employees productive with effective support.

Posted 7/31/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $96,304 - $113,859 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in Tier 2 technical support, with a strong focus on troubleshooting hardware, software, and networking issues while ensuring SLA compliance. Proficient in utilizing automation and scripting to enhance operational efficiency and improve service delivery in a high-volume support environment.

Highest-signal resume keywords

Tier 2 Technical Support ExperienceRoot Cause AnalysisGoogle Workspace AdministrationNetworking Knowledge (TCP/IP, DNS, VPN)Scripting and Automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisScriptingAutomationNetworkingGoogle Workspace AdministrationAtlassian AdministrationOkta AdministrationJamf AdministrationSlack Administration

Soft Skills

MentoringCommunicationCollaborationProblem-SolvingAdaptability

Tools & Technologies

Google WorkspaceAtlassianOktaJamfSlackGenerative AI ToolsLibreChatGeminiGlean

Industry Keywords

SaaS EcosystemIT OperationsSecurityIAMAgile EnvironmentService DeliveryOnboarding/Offboarding WorkflowsSupport MetricsHigh-Volume Support EnvironmentCompliance

Tech Stack

Tools & technologies

AndroidAWSDNSiOSJamfMacOSTCP/IP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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
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
Experience working in agile, cross-functional IT environments with multiple concurrent priorities
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Demonstrates the 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.

Benefits

Comp & perks

Health insurance
401(k)
Bonuses
Stock options
Paid time off