Service Engineer

Overview

Zipline is the world’s largest and most experienced drone delivery service. We are on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. Zipline operates on four continents and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products.

Our customers include the world’s largest healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide rapid delivery. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations. We strengthen supply chains, reduce congestion, and give people time back. Zipline operates at a global scale and seeks practical problem solvers who thrive on real-world challenges and rapid growth.

We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record-breaking speeds.

Role:
Service Engineer I on Zipline’s Service Operations team. You will provide first-level technical support for grounded aircraft, droids, docks, and related operational systems. Your primary responsibility is to help return assets to service quickly, safely, and consistently by following approved troubleshooting guides, diagnostic workflows, and escalation procedures. This is a 24/7 operational support role that directly contributes to Zipline’s ability to serve customers around the world.

• Support grounded assets (aircraft, droids, docks) and related operational systems by following approved troubleshooting guides and diagnostic procedures.
• Use approved troubleshooting guides, checklists, diagnostic tools, and escalation paths to help return assets to service safely and efficiently.
• Execute first-level troubleshooting and work through step-by-step workflows created by Software Engineering, Hardware Engineering, Maintenance, and Technical Writing teams. Ensure steps are completed and documented before escalating.
• Review tickets, alerts, logs, and operational reports to understand the issue, determine severity, and prioritize work based on safety, customer impact, and operational need.
• Escalate clearly and effectively, providing context, completed steps, relevant logs, and next actions when escalation to Service Engineer II, Engineering, Maintenance, or Support Operations is required.
• Coordinate with maintenance teams and create work orders to support handoffs for inspection, repair, replacement, or maintenance activity.
• Accurately document troubleshooting activity, outcomes, unresolved symptoms, and lessons learned in appropriate systems for operational traceability and regulatory compliance.
• Provide feedback to Technical Writing, Engineering, and Maintenance teams to improve guides that are unclear or outdated.
• Participate in shift-based operations, including nights, weekends, and holidays, to maintain continuous coverage.
• Use Zipline tools and systems (Zerp, Fleet Apps, incident.io, ticketing tools, diagnostic dashboards, etc.) to monitor, troubleshoot, and return assets to service.
• Identify recurring issues and opportunities to improve first-level troubleshooting, documentation, and tooling.

• Strong execution and follow-through; comfortable working from procedures, checklists, and troubleshooting guides in high-pressure environments.
• Technical curiosity about how complex systems work (aircraft, robotics, hardware, software, docks, and fleet operations); eagerness to learn.
• Operational discipline with emphasis on safety, quality, compliance, and documentation in regulated environments.
• Clear communication; ability to explain what happened, what was tried, what changed, and what help is needed; comfortable coordinating with cross-functional teams.
• Basic troubleshooting ability using guides, logs, dashboards, tools, or documented workflows.
• Comfort with ambiguity; stay calm, follow processes, ask good questions, and escalate appropriately.
• Documenta…