IT Support Engineer

<div class="content-intro"><p>Ready to do the most impactful work of your career? At&nbsp;<a href="https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&amp;utm_source=coinbase">Coinbase</a>, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”&nbsp;<a href="https://www.coinbase.com/careers">learn more about working at Coinbase</a>.</p></div><div class="text-message flex min-h-[20px] flex-col items-start gap-3 overflow-visible [.text-message+&amp;]:mt-5">&nbsp;</div> <div class="text-message flex min-h-[20px] flex-col items-start gap-3 overflow-visible [.text-message+&amp;]:mt-5"> <div class="markdown prose message-content dark:prose-invert light w-full break-words dark:text-gray-100"> <p class="mb-2 whitespace-pre-wrap">As an IT Service Desk Engineer on our IT team, you'll own the end-to-end onboarding operations experience that sets every new hire up for success on Day 1. This role sits at the center of how Coinbase scales onboarding support globally, partnering across IT, People Ops, Engineering, and Security to deliver a consistent, high-quality experience. You'll run the day-to-day support operations, maintain the documentation and workflows that power onboarding, and drive automation that reduces friction while keeping quality high.</p> <p class="mb-2 whitespace-pre-wrap"><strong>What you'll do:</strong></p> <ul> <li>Own new hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue resolution, and facilitated sessions for high-touch or specialized cohorts</li> <li>Manage the global onboarding support rotation, ensuring regional coverage and readiness, and train rotating team members on onboarding standards and processes</li> <li>Lead intake, triage, and escalation of onboarding-related requests through ticketing systems, coordinating with partner teams to resolve blockers impacting new hires</li> <li>Maintain the Computer Setup Guide and onboarding knowledge base, ensuring documentation stays accurate and aligned with live UI, system behavior, and operational workflows</li> <li>Drive onboarding workflow improvements by identifying repetitive issues and piloting low-code automations, bots, and AI-assisted support motions that reduce manual work at scale</li> <