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Zipline is the world's largest autonomous drone delivery service, operating on four continents and completing millions of deliveries of blood, vaccines, medical supplies, food, and retail products. The company has flown over 140 million commercial autonomous miles and is redefining global logistics and healthcare access.
You will be a hands-on IT Engineer supporting Zipline's globally distributed workforce. This is a key operational role focused on delivering excellent employee technology experience across hardware, software, identity, devices, conference rooms, and core business systems.
Key responsibilities include:
**Employee IT Support & Experience**: Provide fast, high-quality technical support to employees. Troubleshoot hardware, software, connectivity, access, and application issues. Own support issues through resolution and identify opportunities to reduce friction and improve the overall IT experience. Contribute to strong SLAs and employee satisfaction.
**Onboarding & Offboarding**: Support employee lifecycle processes across systems, devices, and applications. Ensure new employees have correct equipment, access, and tools on day one. Work with HR, Security, and other teams to maintain reliable and auditable processes. Identify and resolve gaps in workflows.
**Device & Asset Lifecycle Management**: Support procurement, inventory, deployment, replacement, and lifecycle management of laptops, accessories, and IT equipment. Configure and deploy devices, coordinate shipping and repairs, maintain accurate asset records, and ensure endpoints meet security and configuration requirements.
**Core Systems & Infrastructure**: Administer and support identity, SSO, device management, productivity, and collaboration platforms. Troubleshoot account provisioning, authentication, permissions, and application access issues. Support macOS, Windows, and Linux environments. Assist with system configuration, integrations, access policies, and platform improvements.
**Automation & Process Improvement**: Identify repetitive work and opportunities to improve IT workflows. Build and maintain scripts, integrations, automations, and lightweight internal tools. Improve documentation and operational processes. Explore AI and automation to make IT support faster and more consistent.
**Conference Rooms & A/V**: Support A/V hardware and technology in conference rooms and common areas. Troubleshoot meeting room hardware, displays, microphones, cameras, speakers, and conferencing systems.
**Cross-Functional Collaboration**: Partner with teams across the business to understand and support their technology needs. Communicate technical issues clearly to both technical and non-technical stakeholders. Work closely with other IT team members on infrastructure, networking, security, and technology initiatives.
**Requirements:**
- 3+ years of hands-on experience in IT support, IT operations, systems administration, or similar technical role
- Strong customer-service mindset with focus on delivering excellent employee experience
- Proven ability to troubleshoot and resolve technical issues across hardware, software, identity, and access
- Hands-on experience supporting macOS and Windows environments; Linux experience is a plus
- Experience with endpoint management, device deployment, and access controls
- Familiarity with Identity & Access Management concepts such as SSO, SAML, and SCIM
- Experience supporting onboarding and offboarding processes
- Strong written and verbal communication skills
- Ability to manage multiple priorities and take ownership of issues through resolution
- Comfortable working onsite at South San Francisco HQ 5 days per week, with flexibility as needed
- Plus: experience in high-growth or operationally complex environments, supporting globally distributed workforces, compliance frameworks (SOC 2, ISO 27001, GDPR), A/V systems and conference room technology, or AI-powered tools and AI-driven automations
