Service Engineer

Zipline • Fort Worth, TX

13h • Onsite

About The Position

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.

Requirements

• Technical background in mechanical, electrical, software, mechatronics, aerospace or systems engineering demonstrating 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.
• Operations or maintenance experience with complex systems in high-stakes environments where downtime has significant impact.
• Excellent communication and coordination skills with proven ability to lead technical response, coordinate cross-functional teams, and communicate effectively under pressure.
• Data analysis capabilities with experience in log analysis, performance metrics, and basic scripting or SQL for troubleshooting and reporting.
• A continuous improvement mindset with demonstrated ability to identify process improvements, contribute to documentation, and drive operational excellence.
• Adaptability and resilience to thrive in a rapidly changing environment where procedures, tools, and priorities evolve frequently.
• Customer impact focus with understanding that your work directly affects life-saving deliveries and operational reliability.
• Eligible to work in the US.

Nice To Haves

• Technical writing skills with experience creating troubleshooting guides, procedures, and technical documentation.
• Multi-site operations experience supporting distributed teams and assets across multiple time zones.
• Automation and tooling experience with process improvement, script development, or system integration.

Responsibilities

• Lead technical response as the primary technical lead for grounded assets, coordinating cross-team resources and driving resolution with urgency and precision.
• Use systematic troubleshooting approach with approved procedures and diagnostic tools to identify root causes and implement solutions for aircraft, droid, and dock systems.
• Work in 24/7 shift operations, including comprehensive handovers, on-call duties, and emergency response protocols to maintain continuous coverage.
• Coordinate cross-team escalation to engineering support and maintenance teams, creating work orders and ensuring smooth handoffs when physical maintenance is required.
• Analyze logs and perform diagnostics to identify patterns, troubleshoot complex technical issues, and generate reports that drive continuous improvement.
• Maintain regulatory compliance with FAA Part 135 operations, CAMP requirements, and repairman certification standards, ensuring all documentation meets aviation industry standards.
• Contribute to troubleshooting guides, identify automation opportunities, and provide feedback to design engineering on system improvements.
• 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.
• Perform asset triage and prioritization to maximize operational impact, ensuring critical assets return to service first while managing multiple incidents simultaneously.
• Document and track all troubleshooting activities, resolutions, and lessons learned to build institutional knowledge and support regulatory requirements.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed