Senior IT Engineer

Zipline•South San Francisco, CA

5d•Onsite

About The Position

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.

Requirements

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

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, and 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.