Service Engineer I

Responsibilities

• As a Service Engineer I, you will support grounded aircraft, droids, docks, and related operational systems by following approved troubleshooting guides and diagnostic procedures.
• You will:
• Support asset recovery and airworthiness: Use approved troubleshooting guides, checklists, diagnostic tools, and escalation paths to help return grounded assets to service safely and efficiently.
• Execute first-level troubleshooting : Work through step-by-step troubleshooting workflows created by Software Engineering, Hardware Engineering, Maintenance, and Technical Writing teams. Ensure required steps are completed and documented before escalating issues.
• Triage incoming issues : 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 : Identify when an issue requires support from Service Engineer II, Engineering, Maintenance, or Support Operations. Provide clear context, completed troubleshooting steps, relevant logs, and recommended next actions during escalation.
• Coordinate with maintenance teams : Create work orders and support smooth handoffs when physical inspection, repair, replacement, or maintenance activity is required.
• Document troubleshooting activity: Accurately record actions taken, outcomes, unresolved symptoms, and lessons learned in the appropriate systems. Ensure documentation supports operational traceability, shift handoffs, and regulatory requirements.
• Improve troubleshooting guides : Provide feedback to Technical Writing, Engineering, and Maintenance teams when guides are unclear, outdated, incomplete, or difficult to execute in real operational conditions.
• Support 24/7 operations: Participate in shift-based operations, including nights, weekends, holidays, handovers, and incident response workflows as needed to maintain continuous coverage.
• Use Zipline operational tools : Work in systems such as Zerp,

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 As a 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 role is designed for technically curious operators who are calm under pressure, disciplined in following procedures, and strong at communicating across teams. This role is not expected to independently resolve highly complex or novel technical issues without support. Instead, success as a Service Engineer I comes from executing documented troubleshooting steps, capturing clear information, coordinating with the right teams, and escalating issues when additional Service Engineer II, Engineering, Maintenance, or Support Operations support is required. You will work closely with Service Engineer II teammates, Software Engineering, Hardware Engineering, Technical Writing, Maintenance, and Support Operations teams to improve troubleshooting documentation, identify process gaps, and help get aircraft and other operational assets back to airworthiness. This is a 24/7 operational support role that directly contributes to Zipline's ability to serve customers around the world.

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