IT Support Engineer

About the Company

Zipline operates the world’s most extensive and experienced drone delivery network, built to provide food, medicine, and essential goods to people whenever and wherever they are needed. The company designs, manufactures, and runs a large autonomous logistics system that supports rapid, dependable delivery across four continents, with a delivery taking place somewhere in the world every 30 seconds and millions of completed deliveries to date.

Its customers span major healthcare systems, public sector organizations, retailers, restaurants, and global enterprises that depend on Zipline to improve access, lower emissions, reduce congestion, and speed up delivery. Beyond the drone itself, the company has built the broader infrastructure needed for reliable global operations, and its autonomous flights have covered more than 140 million commercial miles safely.

Zipline also focuses on solving urgent access challenges at scale, from national blood delivery and vaccine distribution to consumer and home delivery use cases. The company combines robotics, autonomy, and logistics to reduce pollution and fossil fuel use while strengthening supply chains and expanding equitable access.

Role Overview

Zipline is hiring an IT Support Engineer to support its teams in Rwanda. This position calls for strong technical ability paired with excellent service skills to handle hardware, networking, operating systems, and application support. The role involves resolving routine issues, preparing documentation, and helping improve IT processes in Rwanda so teams can work efficiently and keep mission-critical operations moving.

The position covers support across several distribution centers and operational countries in Africa. At least 75% of the working time will be spent at a Distribution Center.

Key Responsibilities

• Support the Help Desk ticketing workflow and provide timely technical assistance.
• Work with cross-functional and international teams to define global standards for IT inventory tracking and shipping, onboarding setup, device security practices, and user guidance.
• Help roll out IT policies across multiple distribution centers.
• Review support requests to spot repeated issues, suggest fixes, identify service gaps, and contribute improvement plans.
• Create and maintain technical documentation for resolving common problems and understanding everyday workflows.
• Provide troubleshooting help and user education in a clear and practical way.
• Manage access to systems and SaaS tools using identity management platforms, while applying least-privilege and role-based access principles.
• Track tickets carefully, follow up promptly, and drive issues through to closure.
• Observe network performance across distribution centers and coordinate with IT Engineering and internet providers to fix local problems.
• Use MDM platforms to administer device policies across the organization.
• Communicate clearly in both spoken and written form, and maintain strong working relationships with internal and external stakeholders.
• Collaborate effectively with a global team operating across multiple time zones, countries, and languages.

Requirements

• HND or bachelor’s degree in IT, Computer Science, Computer Engineering, Networking Engineering, or a related discipline.
• 3 to 5 years of relevant professional experience.
• Proven ability to deliver strong customer service to internal and external stakeholders.
• Experience troubleshooting audio-visual tools and platforms such as Google Meet, Zoom, or Microsoft Teams.
• Working knowledge of enterprise productivity suites like Google Workspace and Microsoft 365.
• Familiarity with identity management systems such as Okta, OneLogin, and Entra ID.
• Experience administering operating systems including macOS/iOS, Windows, Linux, and ChromeOS.
• Exposure to device management tools such as Kandji, Jamf, Intune, and JumpCloud.
• Understanding of networking protocols, VPNs, and network security fundamentals.
• Hands-on experience with Jira Service Management or a similar ticketing platform.
• Knowledge of networking concepts including DNS, DHCP, SSL, the OSI model, and TCP/IP.
• Background in PC repair, troubleshooting, deployment, and decommissioning.
• Ability to explain technical ideas in simple terms for non-technical users.
• Must be legally eligible to work in Rwanda.

Additional Information

Zipline is an equal opportunity employer and does not discriminate on the basis of race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other legally protected characteristic.

The company encourages applications from candidates who are underrepresented in technology. If you feel interested in the role but are unsure whether you match every requirement, you are still encouraged to apply.

Fraud Alert

Zipline has received reports of fraudulent individuals impersonating employees or representatives. These bad actors may try to collect personal information or money by offering fake jobs or false employment-related services.

Real Zipline representatives will never request payment or fees in exchange for employment opportunities or related services. Any such request should be treated as fraudulent.

If you believe you have been contacted by a scammer, report it immediately by email to security@flyzipline.com.