Field Support Engineer

| San Francisco
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About Zipline
Do you want to change the world? Zipline uses drones to deliver critical and lifesaving medicine to thousands of hospitals serving millions of people in multiple countries. Our mission is to provide every human on Earth with instant access to vital medical supplies. Join Zipline and help us make this a reality for billions of people.
About You and The Role  

Do you love finding creative ways to solve time-sensitive, mission-critical technical problems with little direction, a high degree of ownership, and the freedom to make it happen? The Field Support Engineering team sits between the Engineering and Operations organizations and is critical to ensuring the equipment we design is usable, maintainable, and lasts as long as possible. Patients are counting on it today--there is no time for coming up short. Our flight and fulfillment operators drive Zipline, and their ability to use our hardware and software systems to serve our customers around the world, seven days a week is paramount to Zipline’s success. As a Field Support Engineer, your job is to help them do this as easily and efficiently as possible. You will identify and communicate technical solutions to operators and maintainers and integrate key insights into next-generation development, working hand-in-hand with design engineering, quality, and manufacturing. This requires a deep understanding of Zipline’s technical and operational systems and the ability to easily translate between those two worlds.  If identifying problems, proposing solutions, and driving continuous improvement appeal to you, read on.

What You'll Do  
  • Monitor in-service feedback and triage emergent technical issues
  • Lead root cause, corrective action, and preventative action (RCCA/PA) analyses and development of action plans
  • Develop operating and maintenance procedures to address deficiencies, mitigate safety risks, and support engineering design changes to our flight systems
  • Lead meetings with flight operations and maintenance teams from around the world to discuss the top technical issues and share knowledge and best practices
  • Work hand-in-hand with engineering teams on the top technical issues occurring in the field, and provide design inputs for next-generation products from an operability and supportability perspective
  • Own development and maintenance of Zipline’s maintenance manuals and Service Bulletins; recognize potential impacts to flight manuals and coordinate with appropriate process owners
  • Work collaboratively to set and optimize inspection intervals, life limits, and repair standards
  • Become the go-to subject matter expert on troubleshooting and repairing flight systems -- the first person our global flight operations teams call upon when they have a technical issue that is impacting life-saving deliveries
What You'll Bring 
  • You have a record of solving technical problems in a fast-paced environment
  • You have a strong background in aerospace, mechanical, or electrical engineering (or a similar field); can learn technical information quickly; and can translate between operational needs and technical solutions in a variety of disciplines
  • You have experience with developing, validating, and implementing operating and maintenance procedures
  • You take operational downtime personally and are motivated by helping people and unblocking operations
  • You are able to perform basic data analysis in languages like Python, SQL, or MATLAB
  • You can communicate effectively (verbally and in writing) and build strong relationships with internal regulatory, manufacturing, operations, and engineering teams 
  • You have the grit, resourcefulness, and resilience to thrive in novel, uncertain and constantly-changing business and regulatory environments
  • You have experience in a regulated industry (such as aviation, nuclear, or health) developing maintenance programs and providing hands-on electrical or mechanical field support -- these are all highly desirable
  • You believe deeply that access matters and that we can and will provide access to essential medical supplies for every person on the planet 
  • You are willing to work some nights/weekends and travel roughly 10-15% of the time, including to international field sites as needed
  • You are eligible to work in the US
What Else You Need to Know   
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.
 
We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!
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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • PostgreSQLDatabases
    • RedisDatabases

Location

South San Francisco, CA 94080

What are Zipline Perks + Benefits

Culture
Volunteer in local community
We pretty regularly participate in and host school and community events for STEM and technology. Our teams in Rwanda participate in Umuganda (community volunteering) every month.
Partners with Nonprofits
We work with groups like Black Girls Code, Drone Legends, and Women & Drones to inspire young kids and get their wheels turning about robots from a young age.
Friends outside of work
Eat lunch together
Intracompany committees
We're a pretty quirky bunch, and it's not rare to find our team doing things like having a mechanical boat race on the bay, DJing at our holidays parties, & going to comedy events together.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Zipline has a compensation philosophy centered around both cash & equity.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
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