Technical Customer Support Agent
Confirmed live in the last 24 hours
Zipline
Job Description
About Zipline
Zipline is the world’s largest and most experienced drone delivery service. We are on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. Today, Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products.
Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations.
Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe.
We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds.
About the Role
We are looking for a proactive and technically-minded Technical Support Agent to join our growing team! In this role, you'll play a vital part in ensuring that our customers and partners receive timely, accurate, and empathetic support—especially when it comes to troubleshooting hardware, software, and account-related issues.
As a key member of our technical support team, you'll resolve a variety of inquiries across phone, email, and chat channels. You'll work closely with cross-functional teams to escalate complex issues, document resolutions, and help continuously improve our products and systems through real-world feedback.
This full-time role is based onsite in Richardson, Texas, and reports to the Customer Support Lead.
What You’ll Do
- Respond to customer and partner inquiries via phone, email, and chat, delivering prompt, accurate, and technically sound assistance.
- Diagnose and troubleshoot hardware, software, and system issues—working methodically to identify root causes and guide customers to resolution.
- Escalate critical or complex cases to engineering or specialist teams while ensuring detailed documentation and full closure with the customer. Learn and work to become the specialist to reduce escalation rates.
- Use internal knowledge bases and tools to provide solutions and contribute to ongoing documentation and process improvements.
- Maintain a high standard of empathy and professionalism in every interaction, especially when handling frustrated or technically inexperienced users.
- Become an expert in our technology stack—including product functionality, backend systems, and operational workflows—to provide deeper technical insight.
- Log all support interactions, resolutions, and system data in our CRM/ticketing platforms to ensure full traceability and support handoffs.
- Collaborate with support team members, engineers, and product managers to identify recurring
What you’ll bring
- 2+ years of experience in a technical support, help desk, or similar role supporting software, hardware, or integrated systems.
- Strong diagnostic and troubleshooting abilities across hardware, software, and account/system issues.
- Excellent verbal and written communication skills with a clear ability to explain technical concepts to a non-technical audience.
- Comfortable working with technical documentation, APIs, or internal dashboards to investigate and resolve issues.
- Experience with CRM and ticketing platforms (e.g., Zendesk, Salesforce, ServiceNow, Intercom, etc.).
- A calm, customer-first mindset with a high degree of empathy and problem ownership.
- Ability to manage multiple tasks and p
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