IT Service Desk Engineer

🕒 il y a 6 jours

🇺🇸 États-Unis – Télétravail

💵 $96 304 - $113 859 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👷🏻‍♀️ Ingénieur

🦅 Parrain de Visa H1B

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Coinbase

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2012

💼 Conseil

₿ Crypto

💸 Finance

💰 €21 400 000 Post-IPO Equity en 2022-11

Consulting • Crypto • Finance

Coinbase est une plateforme d'échange de cryptomonnaies de premier plan qui permet aux particuliers et aux institutions d'acheter, de vendre et d'échanger divers actifs cryptographiques tels que le Bitcoin et l'Ethereum. L'entreprise propose des outils de trading avancés, des solutions institutionnelles et un portefeuille auto-hébergé pour stocker et gérer les cryptomonnaies. Avec un fort accent sur la sécurité et la transparence, Coinbase fournit une plateforme de confiance utilisée par des millions de personnes dans le monde. Elle prend en charge diverses fonctionnalités, y compris le staking, le gain de récompenses et la dépense de cryptomonnaies via leurs cartes. De plus, Coinbase offre des outils pour développeurs et des API pour créer des applications onchain, faisant de Coinbase un hub complet pour s'engager dans l'économie crypto.

Description

• Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues escalated from Tier 1 while meeting SLAs • Support Coinbase's SaaS ecosystem including Google Workspace, Atlassian, Okta, Jamf, and Slack, along with compliance and onboarding/offboarding workflows • Perform root cause analysis for recurring or high-impact issues and drive corrective actions through resolution • Build and maintain documentation, SOPs, and knowledge base content that reduce repeat tickets and improve support quality • Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues and improve service delivery • Identify support trends and workflow gaps, then use automation, scripting, or process improvements to reduce manual work and deliver measurable operational impact

🎯 Exigences

• 5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces, including 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting 1,000+ users • Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment, with demonstrated ability to mentor Tier 1 engineers and improve escalation quality • Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting, combined with working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale • Track record of using support metrics and recurring issue data to identify improvement opportunities, create documentation that reduces ticket volume, and communicate outcomes to stakeholders • Experience working in agile, cross-functional IT environments with multiple concurrent priorities • 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.

🏖️ Avantages

• Health insurance • 401(k) • Bonuses • Stock options • Paid time off