Remote Director, IT Support Engineering Job at Coinbase

April 7, 2024

Apply for this job

Job Description

At Coinbase, our mission is toincrease 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 aculture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to ourmission-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.

Ready to #LiveCrypto? 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 key performance indicators (KPIs); evaluates SLAs to ensure they are agreed to by end users and understood by those resolving issues.
  • Acts as subject matter expert for developing service processes and strategies, and for expansion to other IT business functions; builds and supports business cases for expansion of Jira Service Desk use or new functionality.
  • Define and communicate project milestones, service level agreements, and resource allocation to executive team, department leads, support staff, and end users.
  • Develop and review budgets and ensure they comply with stated goals, guidelines, and objectives.
  • Develop bid requirements for all hardware and software upgrades, review submitted bids for compliance with stated requirements, and make the appropriate award.
  • Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
  • Direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts.

What we look for in you (ie. job requirements):

  • Bachelor’s degree in Computer Science, Information Systems or related area preferred
  • Ten (10) years of experience in a corporate IT environment working with services and support; or an equivalent combination of education and experience required
  • Previous experience in directly leading cross-functional teams and managing multiple vendor relationships preferred
  • Demonstrated success building and leading IT teams in hyper growth circumstances.
  • Proven experience in strategic planning and development, project management, and/or policy development.
  • Demonstrated history of fluency in germane technical areas, including networking, engineering development practices, security and compliance.
  • Demonstrated previous success in SAAS-centric IT environments.
  • Demonstrated experience in developing business processes, managing staff, budgeting, and/or overseeing business office operations.
  • Demonstrated ability to apply IT principals in solving business problems.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated, self-directed, and attentive to detail.
  • Extensive experience working in a team-oriented, collaborative environment.
  • Excellent written, oral, and interpersonal communication skills.

ID: P57601

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$267,325$314,500 USD

Commitment to Equal Opportunity

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 Pay Transparency, Employee Rights and Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in 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 complete this intake form 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).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

Source link