IT Support Engineer

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.

What you'll do:

• Own new hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue resolution, and facilitated sessions for high-touch or specialized cohorts
• Manage the global onboarding support rotation, ensuring regional coverage and readiness, and train rotating team members on onboarding standards and processes
• Lead intake, triage, and escalation of onboarding-related requests through ticketing systems, coordinating with partner teams to resolve blockers impacting new hires
• Maintain the Computer Setup Guide and onboarding knowledge base, ensuring documentation stays accurate and aligned with live UI, system behavior, and operational workflows
• 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
• Track and surface operational metrics on onboarding quality, ticket trends, and support efficiency, using data to recommend process and tooling improvements

Required Skills and Experience:

• 3+ years in IT service desk, IT support, or onboarding operations with hands-on experience supporting employees through account setup, device readiness, and Day 1 workflows
• Demonstrated ownership of recurring operational processes with proven ability to maintain accuracy across documentation, knowledge bases, and support workflows
• Experience triaging and resolving issues in ticketing systems (e.g., Jira Service Management) and support channels (e.g., Slack), including escalation coordination with cross-functional stakeholders
• Track record of identifying operational patterns and translating findings into measurable process improvements, automation, or workflow optimizations
• Experience coordinating QA reviews or operational health checks and producing summary reporting that surfaces blockers, gaps, and improvement opportunities
• 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.

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