Support Operations Specialist

Responsibilities

• Operating in a fast-paced environment where software, hardware, and operational systems intersect, this role navigates ambiguity to isolate root causes and keep delivery operations running smoothly.
• The Specialist routinely uses and toggles across multi-functional systems simultaneously—including intake platforms, real-time internal comms, backend telemetry, order dashboards, and ticketing trackers—to investigate complex order, mission, site, fleet, and financial issues.
• They resolve work within Advocacy boundaries, coordinate technical owners, and turn recurring friction into SOPs, macros, and measurable system improvements.
• Provide end-to-end communication from intake through closure across internal handoffs.
• Isolate break points using system evidence; resolve supported order, serviceability, and setting requests.
• Distinguish operational vs. payout readiness and clear documentation blockers.
• Maintain SOPs, analyze contact volume signals, and optimize workflows (Automate, Document, Eliminate).
• Case classification accuracy, evidence quality on escalations, and measurable reduction in repeat friction.

About You and The Role

The Support Operations Specialist serves as the operating layer between customer/partner communications and core delivery systems.

Evidence-Based Escalation

Build complete evidence packages (site, order, asset, expected vs. actual behavior) for technical teams.

Safety & Compliance

Follow approved protocols for high-stakes events, protecting human safety, dignity, and privacy.

What You'll Bring

Specialists follow an 8-step investigative methodology

• Expected Outcome → Observed Outcome → Break Point → Evidence → Failure Domain → Immediate Recovery → Ownership → Prevention.
• Systems and working knowledge

Key Tools & Multi-System Navigation

Fluent in seamlessly navigating and operating across multiple complex systems simultaneously, including Intercom (Intake), Slack (Internal Comms), Jira (Trackers), internal operational dashboards, telemetry tools, CRM systems, and logs.

Measures of performance

Responsiveness & Quality

First response time, update frequency, correct first-line actions, and minimal avoidable transfers.

Safety & Compliance

Strict adherence to safety, incident, privacy, and escalation protocols.

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, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.

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!

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Zipline ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.