About You and The Role  

Do you thrive in high-pressure environments where every minute counts and your decisions directly impact life-saving deliveries? The Service Engineering team sits at the critical nexus between operations and engineering, serving as the first line of technical support for our global fleet of aircraft, droids, and docks. When assets go down, customers can't receive essential supplies—there's no room for delay.

Our Service Engineers are the elite troubleshooters who ensure grounded assets return to service with maximum velocity and quality. You'll work in 24/7 shift operations, serving as the primary technical lead who coordinates cross-team resources, diagnoses complex technical issues, and maintains the operational tempo that keeps Zipline flying around the world.

This role operates under strict regulatory requirements (FAA Part 135) and demanding performance targets to minimize time to service restoration and maximizing first-time fix rates. You'll serve both Flight Test and Commercial Operations, making your work essential to every delivery we make.

What You'll Do  

As a Service Engineer, you'll lead technical response as the primary technical lead for grounded assets, coordinating cross-team resources and driving resolution with urgency and precision. Your systematic troubleshooting approach will use approved procedures and diagnostic tools to identify root causes and implement solutions for aircraft, droid, and dock systems. Working in 24/7 shift operations forms a core part of your responsibilities, including comprehensive handovers, on-call duties, and emergency response protocols to maintain continuous coverage.

You'll coordinate cross-team escalation to engineering support and maintenance teams, creating work orders and ensuring smooth handoffs when physical maintenance is required. Log analysis and diagnostics will become second nature as you identify patterns, troubleshoot complex technical issues, and generate reports that drive continuous improvement. Maintaining regulatory compliance with FAA Part 135 operations, CAMP requirements, and repairman certification standards ensures all documentation meets aviation industry standards.

Driving continuous improvement will be central to your role as you contribute to troubleshooting guides, identify automation opportunities, and provide feedback to design engineering on system improvements. You'll operate advanced tools including the Zipline ERP (Zerp) platform, Fleet Apps, incident.io, and Jira to track assets, manage incidents, and coordinate with global teams. Asset triage and prioritization will maximize operational impact, ensuring critical assets return to service first while managing multiple incidents simultaneously.

Documentation and tracking of all troubleshooting activities, resolutions, and lessons learned builds institutional knowledge and supports regulatory requirements.

What You'll Bring 

• Your technical background in mechanical, electrical, software, mechatronics, aerospace or systems engineering should demonstrate ability to quickly learn complex technical systems and troubleshoot under pressure. 
• Strong analytical and problem-solving skills with experience in systematic troubleshooting, root cause analysis, and technical documentation are essential.
• Operations or maintenance experience with complex systems in high-stakes environments where downtime has significant impact, will prepare you for this role. 
• Excellent communication and coordination skills with proven ability to lead technical response, coordinate cross-functional teams, and communicate effectively under pressure are crucial. 
• Data analysis capabilities with experience in log analysis, performance metrics, and basic scripting or SQL for troubleshooting and reporting will enhance your effectiveness. 
• A continuous improvement mindset with demonstrated ability to identify process improvements, contribute to documentation, and drive operational excellence aligns with our culture.
• Adaptability and resilience to thrive in a rapidly changing environment where procedures, tools, and priorities evolve frequently is essential. 
• Customer impact focus with understanding that your work directly affects life-saving deliveries and operational reliability drives everything we do.

Preferred Qualifications

• Technical writing skills with experience creating troubleshooting guides, procedures, and technical documentation support our documentation-driven culture.
• Multi-site operations experience supporting distributed teams and assets across multiple time zones matches our global operations.
• Automation and tooling experience with process improvement, script development, or system integration contributes to our continuous improvement efforts.

What Else You Need to Know   

The starting cash range for this role is $68,000 - $145,000. 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; overtime pay; discretionary annual or performance bonuses; sales incentives; benefits such as medical, dental and vision insurance; paid time off; and more.

This role requires working 24/7 shift operations including nights, weekends, and holidays as part of our continuous coverage model. You'll participate in on-call rotations and must be available for rapid response when critical assets are grounded.

The position operates under strict performance metrics and regulatory requirements. You'll work in a fast-paced, high-stakes environment where your decisions directly impact customer deliveries and operational safety.

Ability to sit (or stand at a standing desk) for long periods of time to review tickets, conduct analysis and coordinate solutions with engineers when needed. 

Travel may be required occasionally for training, certification, or site support activities (10%).

Reports to: Account Manager/Account Executive or Sales Leader

Location: Fort Worth, TX

FLSA Status: Exempt

Note: This posting is for current Engineering Students with anticipated graduation dates of December 2025 or May 2026. 

The Opportunity

This is an entry-level role learning all aspects of Texas AirSystems products and systems to estimate and manage projects. As the Project Engineer, this individual will be responsible for coordinating submittals, equipment selection, pricing and ship dates for each project. Must be detail and customer service oriented and have excellent organizational skills.  Position requires a high level of oral and written correspondence with the Sales Team, Customers and Manufacturers to ensure timely completion of assigned projects while maintaining customer satisfaction. Must be able to work well with others in a fast-paced & high-volume environment.

Responsibilities

• Create and maintain job files for each project throughout its duration
• Optimize the project through the stages of product selection, specifications, plans, estimates, proposals, value engineering and redesigns
• Manage multiple projects on an ongoing basis
• Communicate with owners, architects, MEP Consultants and General, Mechanical and Electrical Contractors
• Organize project related data for order entry
• Respond to and track IOM & Submittal requests
• Read, understand and interpret building plans & specifications
• Develop and grow relationships with customers, contractors, project engineers and manufacturers
• Determine project requirements, constraints, and sales team responsibilities to meet all of the customer’s system design, installation and maintenance expectations
• Investigate concerns, implement corrective action and communicate with customers and co-workers as necessary to maximize customer satisfaction

The Required Profile

• Bachelor’s degree in engineering
• Working knowledge of MEP consulting, architecture, design, CAD, general contracting, mechanical contracting, engineering or construction industry a plus
• Ability to prioritize, multi-task, deal with ambiguity and manage high volume projects
• Strong PC skills in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook

Other Skills/Abilities

Strategic Skills 

Ability to learn new skills and knowledge. Ability to understand concepts and complexity comfortably.  Open to change and will try anything to find solutions.  Able to handle uncertainty and make decisions without knowing the whole story

Operating Skills

Ability to discern between tasks to determine how best to accomplish goals and organize task/people assignments to get results in a timely way. Ability to figure out processes and simplify them in order to maximize work flow.

Behavior Skills 

Ability to manage people and situations when conflicts arise.  Ability to seize opportunities with the drive to complete goals. 

Personal and Interpersonal Skills

Ability to establish and grow relationships with customers through effective verbal and written communication.  Dedicated to the needs of the customers, manufacturers and peers and has the patience to actively listen to all business partners. Able to solve problems and skillfully negotiate with a minimum of noise while managing stress.  Demonstrates integrity and trust through appropriate directness and truthfulness.  Ability to understand personal strengths and weaknesses, seek feedback and improve upon shortcomings. 

Environmental Requirements

Will be required to work in an office environment and frequently in the field.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.