Operations Engineer

Zipline is at the forefront of a logistics revolution, using battery powered autonomous aircraft to deliver just-in-time, lifesaving medical supplies around the world and we're looking for motivated, proactive team members to join us.
Do you love to find new ways to solve old problems in a high-energy environment with an inspiring team of innovators, driven to tackle seemingly impossible challenges? Are you someone who shines under pressure? Then keep reading.
Our flight and fulfillment operators drive Zipline - their ability to use our hardware and software systems to serve our customers is paramount to Zipline's success. As an Operations Engineer, your job is to help them do this as easily and efficiently as possible. This requires a deep understanding of Zipline's technical and operational systems, and the ability to easily translate between those two worlds, identifying problems, proposing solutions, and driving our continuous improvement process.
Within 1 month you will:
Ramp up on Zipline's systems, using hands-on training to learn how our software, hardware, and operations systems work together to deliver life-saving medical supplies
Become an expert user of our data analysis and operations support software tools
Triage all issues and feature requests reported by our field operators, and perform first-pass root causing for problems or incidents using existing internal documentation and analysis tools.
Run weekly meetings with our engineering teams to review operational issues, scope solutions, and prioritize them for resolution
Within 3 months you will:
Build analysis tools and troubleshooting guides to help other operators or engineers diagnose common anomalies
Coordinate and train operators at our remote distribution centers to form an international troubleshooting and analysis team
Write analysis scripts to pull out key troubleshooting information from our flight logs
Within 6 months you will:
Identify and prioritize the top continuous improvement efforts based on analytics and operator feedback
Grow our ticketing and tech support system into an efficient, transparent system that serves hundreds of flight and fulfillment operators at Zipline distribution centers around the world, while providing key insights and information to the engineering team, with minimal staffing.
Program coordinate short vs. long-term solutions to our biggest operational challenges
Manage the rollout of major engineering changes to our operations environment
Be a key player in our efforts to scale our operations support and continuous improvement systems around the world
Ideal Qualifications
Bachelor's degree in a science or engineering field
Customer service mindset
Experience with ticketing systems and technical support
Experience writing procedures and technical documentation, with a knack for translating between operators and engineers
Able to quickly understand technical systems you may not have expertise in
Experience operating remote hardware assets using documented procedures
Good data analysis skills, especially for remote hardware systems; able to use tools to plot and understand data, read logs, and do basic scripting
Able to understand an operator's challenges and perspective; able to wrangle engineers and lead brainstorming and troubleshooting efforts
Able to ruthlessly prioritize issues, ask questions, and escalating issues to drive problems to resolution.
Proven ability to take extreme ownership and build processes from the ground up
Must be eligible to work in the US

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