Senior IT Engineer

About the role

Zipline is the world’s largest and most experienced drone delivery service. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. We are on a mission to serve all humans equally by ensuring access to food, medicine, and essential goods.

Responsibilities

• 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

• 6+ years of hands-on experience in IT operations, support, or systems administration
• 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
• 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