Overview

We’re looking for a hands-on Senior IT Engineer to run day-to-day IT operations and deliver a seamless employee technology experience across a globally distributed workforce.

This role is responsible for leading the helpdesk, managing onboarding and offboarding, owning device lifecycle and logistics, and continuously improving how IT operates at scale. You’ll bring a strong technical foundation and a bias toward action, with the ability to jump into issues directly while also building the systems, processes, and automation needed to reduce friction over time.

The ideal candidate demonstrates strong ownership by proactively identifying and solving problems while holding themselves accountable for outcomes. They are customer-obsessed and operationally minded, continuously improving processes, eliminating inefficiencies, and building scalable systems that enhance the overall employee experience.

What You’ll Be Doing

Run Day-to-Day IT Operations

• Own and operate the IT helpdesk, ensuring fast, high-quality resolution of employee issues
• Troubleshoot hardware, software, and access issues across a distributed workforce
• Manage and improve support SLAs, KPIs, and service quality metrics
• Serve as an escalation point for complex or high-impact issues
• Manage and support A/V hardware inside conference rooms, all-hands spaces, and in common areas

Own Employee IT Experience (Onboarding → Offboarding)

• Manage all onboarding and offboarding across systems and devices
• Ensure employees have the right access, tools, and equipment from day one
• Partner with HR and Security to maintain clean, auditable processes

Device & Asset Lifecycle Management

• Own procurement, inventory, deployment, and lifecycle management of laptops, accessories, and IT equipment
• Manage logistics for a distributed and hardware-intensive environment (shipping, replacements, repairs)
• Maintain accurate asset tracking and enforce company policies

Core Systems & Infrastructure

• Administer and optimize core IT systems (e.g., SSO, identity, device management, collaboration tools)
• Ensure systems are reliable, secure, and scalable as the company grows
• Continuously improve system integrations and access management by leveraging AI tooling

Automation & Internal Tooling

• Identify and eliminate repetitive work through automation and workflow improvements
• Build scripts, integrations, and lightweight tools to increase leverage across IT operations
• Leverage AI to:
• Accelerate troubleshooting and root cause analysis
• Generate scripts, automations, and integrations
• Improve helpdesk responses and documentation

Cross-Functional Collaboration

• Partner with teams across the business to support operational needs
• Translate technical issues into clear, actionable communication for non-technical stakeholders

Qualifications

If you don’t meet every requirement but are excited about the role, we encourage you to apply.

• 6+ years of hands-on experience in IT operations, support, or systems administration
• Experience running or significantly contributing to a helpdesk or IT support function
• Strong technical experience with:
• Identity & Access Management (SSO, SAML, SCIM)
• MacOS, Windows and Linux operating systems
• Endpoint management and access controls
• Experience using AI-powered tools (e.g., ChatGPT, Codex, Claude Code) to improve IT operations
• Experience managing onboarding/offboarding at scale
• Proven ability to troubleshoot and resolve technical issues across hardware and software
• Strong communication skills, both written and verbal
• Comfortable working onsite in SF HQ 5+ days/week, with flexibility as needed

• Experience in a high-growth or operationally complex environment
• Experience supporting a globally distributed workforce
• Familiarity with compliance frameworks (SOC 2, ISO 27001, GDPR)
• Experience with A/V systems and conference room support

What Else You Need to Know

The starting cash range for this role is Salary range: $142,000 - $214,000. Please note that this is a target, starting cash range for a candidate who meets the minimum qualifications for this role. We are always open to negotiation. The final cash pay for this role will depend on a variety of factors, including a specific candidate's experience, qualifications, skills, working location, and projected impact. The total compensation package for this role may also include: equity compensation; discretionary annual or performance bonuses; sales incentives; benefits such as medical, dental and vision insurance; paid time off; and more.

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!

About You and The Role  

The role of Facilities Coordinator is to ensure the success of Zipline’s Engineering, Operations and Manufacturing teams by maximizing facility up-time, safety, productivity, comfort, and cleanliness. You will assist with facilities management and administration and supervise external contracts and vendors. Our ideal candidate plays a critical role in maintaining our company’s culture by prioritizing the employee and visitor experience at our offices. If you are an organized self-starter who proactively recognizes problems and works collaboratively to solve them, then this could be the role for you!

Please note that this is an onsite role in South San Francisco with occasional travel to Half Moon Bay.

What You’ll Do

• Directly manage and coordinate building technicians (where applicable) and external vendors to ensure effective facilities operation including but not limited to catering, valet services, beverage and snack supply, vendor payment and reconciliation via financial and procurement systems
• Provide comprehensive facilities, repairs, and maintenance support for our logistics operations. This should include full interior and exterior building systems as well as grounds maintenance and upkeep
• Assess our current and future facilities and infrastructure needs. This evaluation should include identifying risks, evaluating alternatives, and recommending mitigations and improvements, such as preventive and corrective maintenance programs
• Implement, manage, and oversee facilities, grounds maintenance, and custodial service contracts with a strong focus on cost control, service quality, and key performance indicators
• Coordinate materials, equipment, and services required for the repair, maintenance, and upgrade of building systems and site infrastructure
• Supervise Hazardous Materials and Hazardous Waste compliance programs in accordance with all applicable regulations and safety standards
• Manage, prioritize, and troubleshoot facilities repairs to ensure timely resolution while maintaining the highest levels of safety, quality, reliability, and sustainability
• Partner with external consultants, contractors, and firms to support capital improvement projects and imperatives for new and existing facilities
• Organize, maintain, and update projects, drawings, permits, records, and other facilities-related documentation with a high level of accuracy, proactively seeking out information to ensure completeness
• Be able to provide remote support of Zipline Facilities outside of California as well as our test sites. Coordinate materials, equipment, and services required for the repair, maintenance, and upgrade of building systems and site infrastructure

What You’ll Bring

• 5+ years of facilities management experience in light industrial, commercial, aviation / drone, or retail environments, including hands-on experience with facility capital improvement projects
• Demonstrated ability to prioritize effectively and manage time in a fast-paced, multi-site or operationally complex environment
• Strong verbal and written communication skills, with the ability to interact professionally with internal stakeholders, vendors, and external partners
• Highly organized with strong attention to detail and the ability to manage multiple concurrent tasks and projects
• Proven ability to proactively address maintenance issues, emergencies, and other facilities-related challenges
• Ability to work independently with minimal guidance while ensuring timely and successful completion of assigned tasks and initiatives
• High level of professionalism with a strong sense of urgency and accountability
• Intermediate to advanced proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint)
• Proficiency with collaboration and productivity tools such as Slack, Google Workspace / Suite, Jira and equivalent systems
• Flexible and adaptable, with the ability to manage and respond effectively to change.
• Ability to travel up to 10% as required.

The starting cash range for this role is $120,000 - $140,000. Please note that this is a target, starting cash range for a candidate who meets the minimum qualifications for this role. The final cash pay for this role will depend on a variety of factors, including a specific candidate's experience, qualifications, skills, working location, and projected impact. The total compensation package for this role may also include: equity compensation; discretionary annual or performance bonuses; sales incentives; benefits such as medical, dental and vision insurance; paid time off; and more.

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!

About Zipline 

Zipline is on a mission to transform the way goods move. Our aim is to solve the world’s most urgent and complex access challenges by building, manufacturing and operating the first instant delivery and logistics system that serves all humans equally, wherever they are. 
From powering Rwanda’s national blood delivery network and Ghana’s COVID-19 vaccine distribution, to providing on-demand home delivery for Walmart, to enabling healthcare providers to bring care directly to U.S. homes, we are transforming the way things move for businesses, governments and consumers. 
The technology is complex but the idea is simple: a teleportation service that delivers what you need, when you need it. Through our technology that includes robotics and autonomy, we are decarbonizing delivery, decreasing road congestion, and reducing fossil fuel consumption and air pollution, while providing equitable access to billions of people and building a more resilient global supply chain.

About You and The Role  

Do you want to not only make a difference in your community but around the world? Zipline is looking for an IT Support Engineer to support our teams in Rwanda.
As an IT Support Engineer at Zipline, you will use your technical skills and top-notch customer service to provide support for computer hardware, networking, operating systems, and application software. You will troubleshoot and solve straightforward problems, create documentation where necessary and be a pioneer in streamlining the IT processes in Rwanda. You will be crucial to our business, ensuring we are driving our mission forward and that our teams are running as smoothly as they can to deliver every life-saving package as efficiently as possible.
This role entails addressing issues as they arise across multiple distribution centers and operational countries in Africa and  will require at least 75% of your time working at a Distribution Center. 

What You'll Do

• Provide technical support for  our Help Desk ticketing system.
• Partner with our cross-functional, multinational teams to establish global standards and processes for IT inventory monitoring/shipping, IT onboarding for new team members, establishing safe security protocols for all devices, educating and guiding users on technical concepts and more.
• Support the implementation of IT policies across multiple distribution centers.
• Analyze IT Support inquiries to identify recurring user problems, recommend solutions, identify areas where service can be improved, and establish improvement plans.
• Write and implement technical guides to resolve basic issues and understand common workflows.
• Troubleshoot and provide technical guidance and education for users.
• Manage user access to resources and SaaS applications via identity management tools, following least-privileged/RBAC practices.
• Ensure timely follow-ups with user tickets and drive issues to resolution.
• Monitor network performance across the various distribution centers, and work with IT Engineering and ISP’s to resolve issues locally.
• Use Mobile Device Management (MDM) tools to manage device policies globally.
• Communicate effectively (verbally and in writing) and build strong relationships with internal teams and external stakeholders.
• Work as part of a global team across multiple time zones, countries, and languages.

 What You'll Bring

• HND or Degree in IT, Computer Science, Computer / Networking Engineering or related fields with at least 3-5 years of relevant experience in the field.
• Experience with providing stellar customer service to internal and external stakeholders.
• Experience with troubleshooting Audio Visual equipment using tools such as Google Meet, Zoom or Teams
• Knowledge in the following: Enterprise productivity tools (Google workspace, Microsoft 365), Identity Management (Okta, OneLogin, Entra ID), Operating System Administration (MacOS/iOS, Windows, Linux,
• ChromeOS etc) and device management (Kandji, Jamf, Intune, Jumpcloud).
• Knowledge of Networking Protocols, VPN’s and network security.
• Experience using Jira Help Desk or similar ticketing tools.
• Experience with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP.
• Experience in PC repair, troubleshooting, deployment  and liquidation.
• Ability to translate technical concepts into simple language for users to understand.
• Must be eligible to work in Rwanda.

WHAT ELSE YOU NEED TO KNOW  

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!

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Please Note

We have received reports stating that certain individuals are reaching out to people under false pretenses, claiming to be Zipline employees, affiliates, agents, or representatives. They may seek to gain access to your personal information or to acquire money from you by offering fictitious employment opportunities or by claiming that they are contacting you on Zipline’s behalf.

Genuine Zipline employees or representatives will never ask you for money or payment in exchange for employment opportunities or other related services. Any such offer of employment or any other service in exchange for fees that claims to be from us is deceitful and part of a fraud.

If you believe you have been targeted by a fraudulent party, we ask that you immediately get in touch with us via email at security@flyzipline.com upon receiving a suspicious offer or claim.