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◆ 9/10
techOtherremote
About this role
Join Coinbase as an IT Support Engineer to enhance onboarding operations and support new hires effectively in a remote-first environment.
Description
Ready to do the most impactful work of your career? At Coinbase, 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.
Responsibilities
- 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.
Requirements
- 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.
Conditions & Benefits
- Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Annual base salary range (excluding equity and bonus): $96,304 — $113,859 USD.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
Job Details
Salary$96,304–$113,859
LocationRemote
AI Score★★★★★★★★★☆ 9/10
PostedSep 26, 2026 (16d ago)
Tags & Skills
techOtherremote
Tech Stack
IT supportticketing systemsSlackautomationgenerative AI