Autonomy Triage Operations Engineer - Rwanda

Responsibilities

• Serve as a first line of response for autonomy-related issues in test and commercial operations
• Review incoming operational issue reports and analyze logs, telemetry, metrics, and contextual information
• Determine what likely went wrong and identify which systems may be involved
• Classify failures, such as perception, planning, controls, infrastructure, integration, or external factors
• Route issues to the correct engineering or operations teams with clear summaries and supporting evidence
• Track, update, and route operational issues using tools such as Jira, Slack, Confluence, internal dashboards, or similar systems
• Maintain clear investigation notes, escalation summaries, and triage documentation so engineering and operations teams can act quickly
• Flag unclear, ambiguous, or high-risk cases and work with senior engineers to refine the diagnosis
• Recommend severity and urgency based on operational impact
• Identify recurring issues or patterns and escalate them for deeper investigation
• Contribute to triage playbooks, documentation, workflows, and lightweight tooling improvements
• Help improve the quality, speed, and consistency of autonomy issue triage across operations

Requirements

• Experience working with logs, metrics, dashboards, telemetry, or debugging tools
• Experience using collaboration, documentation, and issue-tracking tools such as Slack, Jira, Confluence, or similar systems
• Strong analytical skills and attention to detail
• Ability to recognize patterns across technical and operational data
• Comfort making reasonable decisions with incomplete information
• Good judgment about when to escalate and when to ask for help
• Clear written communication, especially when summarizing complex technical issues
• Ability to document investigations clearly and keep sta

Benefits

Additional Information

About Zipline 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. Today, Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products. Our customers include the world's largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we've built to enable seamless, reliable, global operations. Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe. We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people's lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds. About You and the Role The Autonomy team builds the systems that enable Zipline aircraft to operate safely and reliably in real-world environments. This includes perception, planning, controls, and the infrastructure that supports testing, deployment, monitoring, and continuous improvement. As Zipline scales its operations, quickly understanding and responding to real-world issues is critical. This role sits at the intersection of autonomy engineering and operations, helping ensure that issues observed in the field are accurately diagnosed, prioritized, and routed so the right teams can respond effectively. As an Autonomy Triage Operations Engineer, you will be a first line of response for autonomy-related issues observed during test and commercial flight operations. You will review operational issue reports, analyze logs and telemetry, understand the context of each event, and form an initial diagnosis of what likely happened. You will not be expected to solve every issue independently. Instead, your role is to quickly determine which systems may be involved, identify the right level of urgency, and provide clear, high-quality signal to the engineering or operations teams best positioned to respond. Over time, you will develop a deep understanding of how Zipline's autonomy systems behave in real-world conditions. Your work will help improve how we detect, classify, escalate, and resolve issues affecting safety, reliability, and fleet availability. This is a high-impact role with broad exposure across autonomy, software, hardware, and operations teams.

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