Director, IT Support Engineering

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there. 
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

The primary responsibilities of the Director, IT Support Engineering are to oversee the Coinbase internal IT Service Desk, eDiscovery and Collaboration Enablement teams.  You will lead IT Support Engineering teams, provide world class IT support, design and implement scalable and efficient IT support processes, and identify and eliminate security and business continuity risks. 

The Director, IT Support Engineering will plan, design, and direct all activities of the Global Service Desk, as well as provide strategic direction and support for IT solutions and services that enhance mission-critical business operations. This leader will work closely with decision makers in other departments to identify, recommend, develop, implement, and support scalable technology solutions for all aspects of the organization while, at all times, reducing security and business continuity risks. The successful candidate will broadly foresee the scaling demands on the team and take proactive measures to ensure the team is positioned to meet these demands

What you’ll be doing (ie. job duties):

• Service Desk.  Leads team of information technology (IT) Support Engineers, Support Analysts and management by setting goals, assigning projects, performing evaluations, and aiding in professional growth of team members.
• eDiscovery.  Oversees the IT support of eDiscovery projects and initiatives.
• Collaboration and Enablement.  Oversees product team supporting tooling (Ex. Jira, Confluence, Slack, etc.) used by Coinbase associates.  
• Sets strategy and direction for IT support services to include best practices for service teams and to improve processes for automation and efficiency.
• Creates automated issue identification processes and procedures through ticketing and reporting platforms.
• Generates and analyzes statistical reports for process improvement, efficiency and optimization. 
• Standardizes reporting processes for better visibility and transparency to end users; ensures triage processes are followed consistently from intake, documentation, to resolution.
• Problem Management.  Monitors and reports on incident trends and anticipates potential issues for proactive resolution.
• Utilizes data driven decisions, establishes and implements Service Level Agreements (SLAs) and executes plans on improvements in all related ke