Senior IT Service Desk Engineer

Ready to be pushed beyond what you think you're capable of?

At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.

Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.

Job Description

As a Senior IT Service Desk Engineer, you will play a key role in administering, optimizing, and automating our IT Service Management (ITSM) platform and supporting tooling infrastructure. Collaborating closely with global counterparts, you will share responsibility for enhancing our service delivery capabilities. Your focus will be on implementing ITSM best practices, designing efficient workflows, and driving automation initiatives, primarily leveraging our current platform, Jira Service Management. You will actively identify opportunities to streamline processes using automation tools (like Workato, Moveworks, or scripting) and ensure the stability and performance of critical support systems. While also serving as a technical escalation point for the Tier 1 Service Desk, your contributions to the ITSM ecosystem are crucial for our global support operations. This is a hands-on technical role requiring expertise in service management principles and platform administration.

What you'll be doing:

• Administer, optimize, and automate workflows within the IT Service Management (ITSM) ecosystem, utilizing our current platform (Jira Service Management) and associated tools to implement Service Delivery best practices (Incident, Problem, Change Management) and drive continuous improvement across global operations, sharing responsibility with international peers.
• Serve as a primary technical escalation point for the Tier 1 Service Desk team, resolving advanced issues efficiently alongside senior engineering peers.
• Provide advanced troubleshooting and administration for core IT systems, including Google Workspace, Okta/Duo (Identity & Access Management), Jamf (macOS endpoint management), macOS/ChromeOS, and Slack.
• Work cross-functionally with teams like Security, Engineering, and Business Operations to identify IT challenges, analyze performance using KPIs (leveraging tools like eazyBI/Looker), and implement effective solutions.
• Apply Service Operations best practices to ensure consistent and reliable IT support delivery. (Slightly adjusted and kept separate to emphasize operational consistency)
• Document solutions, processes, and best practices to contribute to team knowledge sharing.
• Participate in on-call rotations as needed to support critical IT operations and VIP support.

What we look for in you:

• 3+ years of experience in a global IT Service Desk environment
• Proven expertise in Jira Service Management or similar ticketing systems.
• Strong understanding of Service Operations and Service Delivery frameworks.
• Extensive experience administering and troubleshooting Google Admin, GSuite, Okta, Duo, macOS, Jamf, ChromeOS, and Slack.
• Demonstrated experience working cross-functionally with multiple teams to resolve issues and improve IT processes.
• Strong problem-solving skills with the ability to analyze complex technical issues and implement effective solutions.
• Excellent communication skills, capable of documenting processes and collaborating effectively with stakeholders.
• Ability to work independently in a fast-paced environment while maintaining a high level of technical excellence.

Nice to haves:

• IT certifications related to Google Admin, Jamf, Okta, or IT Service Management frameworks (e.g., ITIL, HDI).
• Experience with automation and scripting to improve IT support workflows using tools such as Moveworks and Workato
• Background in cybersecurity best practices for IT service management.

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here . Additionally, Coinbase participates in the E-Verify programin certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here) .

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