Cloud Support Incident Manager

We’re Coinbase
We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries
 

Our mission is to , 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 Web 3
0 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 like ours, where we default to trust, embrace feedback, and disrupt ourselves
Second, we expect all employees to commit to our 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
  

As a Cloud Support Incident Manager, you will be responsible for providing world class support for Coinbase Cloud web3 APIs, services, and infrastructure
With a combination of in-depth crypto protocol expertise, a strong technical skill set and troubleshooting skills, and a bias towards action, you will play a crucial role in supporting the next generation of Web3
0 developers

What you’ll be doing (ie
job duties):

• Take ownership of technical escalations and high priority issues related to Coinbase developer platforms and services
   
• Work together with Cloud Product and Engineering teams to resolve complex customer technical issues
  
• Assist vendor partners, Support Analysts in troubleshooting technical issues, service outages, agent training and process improvements
  
• Advocate for Cloud customer requirements and action on support insights
  
• Provide detailed review of Support operational performance metrics and service disruptions to management team and customer
  
• Communicate with internal and external partners in an effective, tactical, and empathetic manner
  
• Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams
  
• Apply an in-depth understanding of support metrics to analyze trends, issues, and bugs
  
• Provide thought leadership and industry best practices to drive Cloud Support strategy
  

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

• Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base
  
• Must work in a defined shift, as required by the business
  
• 8+ years of relevant experience in a customer experience / technical support role
• 5+ years of people management on technical support teams
• Knowledge of Rest API, database query languages, and programming/scripting languages 
• Strong debugging and troubleshooting skills
• Experience with crypto, cloud or other relevant operational domains
  
• Experience with different channels of support, including voice, e-mail, social and/or chat
  
• Phenomenal communication skills in order to operate globally across multiple departments and stakeholders as well as educate customers on complex issues and communicate solutions
  
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
  

Nice to haves:

• Blockchain experience not required, but must demonstrate an eagerness to learn
• Experience with Grafana and/or MySQL

ID: P27074

Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, you will be required to be fully vaccinated from COVID-19 (as defined by applicable law)
  If you receive an offer, you will receive additional information about the grounds and process for an exemption

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 , and notices by clicking on their corresponding links
  Additionally, Coinbase participates in the 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 send an e-mail to accommodations[at]coinbase
com and let us know the nature of your request and your contact information
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