Remote opportunity at
CoinbaseIT Support Engineer
Coinbase is seeking an IT Support Engineer to join its remote team and advance its mission of increasing economic freedom. In this role, the professional will…
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About This Role
Coinbase is seeking an IT Support Engineer to join its remote team and advance its mission of increasing economic freedom. In this role, the professional will manage end-to-end onboarding operations, ensuring that every new hire is properly equipped for success on their first day. The position places the individual at the core of scaling global onboarding support by collaborating closely with internal departments such as IT, People Operations, Engineering, and…
Job Description
Coinbase is seeking an IT Support Engineer to join its remote team and advance its mission of increasing economic freedom. In this role, the professional will manage end-to-end onboarding operations, ensuring that every new hire is properly equipped for success on their first day. The position places the individual at the core of scaling global onboarding support by collaborating closely with internal departments such as IT, People Operations, Engineering, and Security. This environment requires maintaining daily support workflows, updating documentation, and implementing automations to minimize manual tasks while preserving high quality standards.
This opportunity is well-suited for an experienced IT professional who thrives in an intense setting and enjoys improving operational processes. Coinbase operates on a remote-first model, though personnel are expected to gather periodically for quarterly in-person working sessions known as surges. Qualified candidates will handle support rotations, triage incoming requests via ticketing platforms, and utilize generative AI responsibly to enhance workflow efficiency.
Responsibilities
- Manage onboarding support operations for new employees, which involves handling Slack-based troubleshooting, resolving Day 1 issues, and running facilitated sessions for specialized groups.
- Oversee the global onboarding support rotation to maintain regional coverage, ensure team readiness, and instruct rotating members on established processes.
- Handle intake, triage, and escalation of requests through ticketing systems while coordinating with partner teams to clear blockers.
- Update the Computer Setup Guide and knowledge base documentation to keep instructions aligned with active user interfaces and operational workflows.
- Implement onboarding workflow enhancements by spotting repetitive problems and developing low-code automations, bots, and AI-powered support tools.
- Monitor and report operational metrics regarding support efficiency, ticket trends, and onboarding quality to suggest tooling and process upgrades.
Requirements
- Minimum of 3 years of experience working in IT support, IT service desk, or onboarding operations.
- Proven ability to support staff members through account setup, device readiness, and Day 1 workflows.
- Demonstrated ownership of recurring operational processes with an emphasis on accuracy across knowledge bases and documentation.
- Experience triaging and resolving issues within ticketing systems like Jira Service Management and support platforms such as Slack.
- Track record of identifying operational patterns and turning findings into measurable process improvements or automations.
- Experience conducting quality assurance reviews or operational health checks and generating summary reports.
- Ability to utilize generative AI tools and copilots responsibly while applying human-in-the-loop practices to maintain output quality.
Core Skills
Benefits
- Medical insurance coverage
- Dental insurance coverage
- Vision insurance coverage
- 401(k) plan eligibility
- Equity and bonus eligibility
Frequently Asked Questions
What is the remote work policy for this role?
Coinbase is a remote-first company, though it is not entirely remote. Employees are required to attend quarterly in-person working sessions called surges.
What is the salary range for the IT Support Engineer position?
The annual base salary range is between $96,304 and $113,859 USD, with total compensation potentially including equity, bonuses, and benefits.
What are the core experience requirements for applicants?
Applicants must have at least 3 years of experience in IT support, IT service desk, or onboarding operations, including hands-on work with employee account setup and Day 1 workflows.
Is there a limit on how many applications a candidate can submit?
Yes, candidates are limited to a maximum of 3 applications within a 6-month period.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
