IT Engineer

Zipline; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Zipline is seeking a hands-on IT Engineer to deliver an excellent employee technology experience across a globally distributed workforce from our South San Francisco HQ. You will support hardware, software, identity, devices, and core business systems, ensuring tools and access are in place from day one.

You will troubleshoot issues, own incidents through resolution, and drive improvements in onboarding, offboarding, and IT workflows.

Qualifications

• 3+ years of hands-on IT support or IT operations experience.
• Familiarity with Identity & Access Management concepts such as SSO, SAML, and SCIM.
• Experience with endpoint management and device deployment.
• Proven ability to troubleshoot hardware, software, identity, and access issues.
• Strong customer-service mindset focused on employee experience.
• Ability to manage multiple priorities and own issues through resolution.
• Experience supporting onboarding and offboarding processes.
• Familiarity with SOC 2, ISO 27001, or GDPR is a plus.
• Experience supporting a globally distributed workforce is a plus.
• Experience with macOS, Windows; Linux is a plus.
• Experience with AI-assisted development/automation tools is a strong plus.
• Strong written and verbal communication skills.
• Onsite at South San Francisco HQ five days per week.

Responsibilities

• Provide fast, thoughtful, high‑quality IT support to employees.
• Troubleshoot hardware, software, connectivity, and access issues.
• Own tickets through resolution and communicate next steps clearly.
• Support onboarding/offboarding across systems and devices.
• Configure and deploy devices; manage lifecycle of IT equipment.
• Maintain asset records and inventory; ensure security/compliance.
• Administer core IT systems including identity, SSO, device management.
• Collaborate with HR, Security, and other teams on lifecycle processes.
• Assist with A/V in conference rooms and meeting spaces.
• Identify repetitive tasks and build automations/tools where possible.
• Help improve IT workflows and documentation; explore AI enhancements.

Skills

IT support

IT operations

Customer service

Communication

Onsite support

Problem solving

Ownership

Multi-tasking

Tools

ChatGPT

Codex

Claude Code

AI automation platforms

Job description

• We’re looking for a hands‑on IT Engineer who is passionate about delivering an excellent employee technology experience across a globally distributed workforce
• This role will be a key part of our day‑to‑day IT operations, supporting employees across hardware, software, identity, devices, conference rooms, and core business systems
• You’ll help ensure employees have the tools, access, and support they need to be productive from day one, while continuously looking for ways to reduce friction and improve the overall IT experience
• Provide fast, thoughtful, and high‑quality technical support to employees
• Troubleshoot hardware, software, connectivity, access, and application issues
• Own support issues through resolution and ensure employees have a clear understanding of next steps
• Look beyond simply resolving tickets to identify ways IT can reduce friction and improve the employee experience
• Contribute to strong support SLAs, service quality, and employee satisfaction
• Escalate complex or high‑impact issues when appropriate while remaining engaged through resolution
• Support employee onboarding and offboarding across systems, devices, and applications
• Ensure new employees have the correct equipment, access, and tools available on day one
• Work with HR, Security, and other teams to maintain reliable and auditable lifecycle processes
• Identify and help resolve gaps in onboarding, offboarding, and employee access workflows
• Support procurement, inventory, deployment, replacement, and lifecycle management of laptops, accessories, and other IT equipment
• Configure and deploy devices for employees
• Coordinate shipping, repairs, replacements, and equipment returns
• Maintain accurate asset records and inventory
• Help ensure endpoints meet company security and configuration requirements
• Administer and support core IT systems including identity, SSO, device management, productivity, and collaboration platforms
• Troubleshoot account provisioning, authentication, permissions, and application access issues
• Support macOS, Windows, and Linux environments
• Assist with system configuration, integrations, access policies, and platform improvements
• Help maintain reliable, secure, and scalable IT systems as the company grows
• Identify repetitive work and opportunities to improve IT workflows
• Help build and maintain scripts, integrations, automations, and lightweight internal tools
• Improve documentation and repeatable operational processes
• Look for opportunities to use AI and automation to make IT support faster, more consistent, and easier for employees
• Support A/V hardware and technology in conference rooms, all‑hands spaces, and common areas
• Troubleshoot meeting room hardware, displays, microphones, cameras, speakers, and conferencing systems
• Help maintain a reliable and easy‑to‑use meeting experience for employees
• Partner with teams across the business to understand and support their technology needs
• Communicate technical issues clearly to both technical and non‑technical stakeholders
• Work closely with other IT team members on infrastructure, networking, security, and workplace technology initiatives
• Contribute to IT projects and company‑wide technology deployments

The ideal candidate is technically curious, customer‑focused, and comfortable taking ownership of problems from initial request through resolutionYou should enjoy troubleshooting, learning new systems, improving processes, and finding better ways to deliver IT services at scale

• 3+ years of hands‑on experience in IT support, IT operations, systems administration, or a similar technical role
• Familiarity with Identity & Access Management concepts such as SSO, SAML, and SCIM
• Experience with endpoint management, device deployment, and access controls
• Proven ability to troubleshoot and resolve technical issues across hardware, software, identity, and access
• Strong customer-service mindset with a focus on delivering an excellent employee experience
• Ability to manage multiple priorities and take ownership of issues through resolution
• Experience supporting onboarding and offboarding processes
• Familiarity with compliance frameworks such as SOC 2, ISO 27001, or GDPR is a plus
• Experience supporting a globally distributed workforce is a plus
• Experience working in a high‑growth or operationally complex environment is a plus
• Experience supporting A/V systems and conference room technology is a plus
• Hands‑on experience supporting macOS and Windows environments; Linux experience is a plus
• Experience with tools such as ChatGPT, Codex, Claude Code, or similar AI‑assisted development and automation platforms is a plus
• Experience using AI‑powered tools or building AI‑driven automations to improve IT support, troubleshooting, workflows, scripting, or internal operations is a strong value‑add
• Strong written and verbal communication skills
• Comfortable working onsite at our South San Francisco HQ 5 days per week, with flexibility as needed