Technical Support Specialist
SkioSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaSIndustries
Requirements
- 3+ years of experience in a technical support, business systems, or product operations role involving strong customer communication and cross-functional collaboration
- Understanding of technical systems, data flows, and application integration concepts
- Ability to perform initial root-cause analysis by troubleshooting, reproducing, and narrowing down issues before escalation
- Excellent communication, interpersonal, and presentation skills, with the ability to build trust and effectively manage customer expectations
- Proven ability to translate technical information into clear, concise language for various audiences
- Highly organized, with the ability to manage multiple requests, set priorities, and work both independently and collaboratively in a fast-paced, customer-driven environment
- Proficiency in using CRM and help desk software
- Familiarity with APIs, integration processes, and related testing tools (e.g., Postman, Insomnia)
- Ability to read and interpret common data formats such as JSON or XML; exposure to SQL or other data query tools a plus
- Basic understanding of system architecture or networking fundamentals (e.g., data transmission, authentication, service communication)
- Bachelor’s degree preferred in Information Systems, Business, Computer Science, or a related field, or equivalent practical experience
- On-site presence at least three days per week (60%) in Spring Hill, TN office
Responsibilities
- Manage the end-to-end product support process, ensuring timely and effective resolution of issues and requests
- Serve as the primary point of contact for client integrations, including reviewing data structures (e.g., JSON/XML payloads, field mappings), diagnosing integration issues, and guiding clients on how to correctly format or send data for successful processing
- Perform initial assessment, troubleshooting, and reproduction of incoming product ideas, bugs, and requests to determine whether they can be resolved before escalation
- Guide customers (internal and external) on how to use existing product functionality or integrations to meet their needs, helping reduce unnecessary escalations and duplicate feature requests
- Partner with the Product Owner and development team to gather details and context around product requests or ideas, report bugs, and gather feedback from customers
- Translate technical integration concepts and issues into understandable terms for non-technical stakeholders and clients
- Assist in documenting customer feedback for new integrations and feature enhancements
- Identify trends in support requests and integration challenges to inform process improvements and future product development
- Maintain and continually improve support documentation, workflows, and knowledge bases as systems evolve
- Collaborate cross-functionally to validate workarounds, clarify expected behavior or edge cases, and surface technical insights that improve product stability and customer experience
Skills
JSON
XML
data structures
field mappings
troubleshooting
SaaS
integrations
product support
bug reporting
customer feedback
Zipline
Autonomous delivery of medical supplies and goods
About Zipline
Zipline focuses on logistics and delivery using autonomous technology to transport goods quickly and sustainably, primarily in the healthcare sector. The company delivers essential medical supplies, such as vaccines and medications, and has played a key role in public health initiatives like the COVID-19 vaccine rollout in Ghana. Zipline's autonomous delivery platforms allow for efficient transport of various items, addressing the equity gap in access to healthcare resources. The goal is to ensure that critical supplies are delivered wherever and whenever needed, enhancing quality control and accessibility.
South San Francisco, CaliforniaHeadquarters
2014Year Founded
$791.5MTotal Funding
SERIES_FCompany Stage
Robotics & Automation, Automotive & Transportation, HealthcareIndustries
1,001-5,000Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Vacation
Paid Sick Leave
Company Equity
Performance Bonus
Risks
Increased competition from new drone delivery companies threatens market share.
Regulatory challenges in urban areas may limit growth potential.
Technological advancements by competitors could reduce Zipline's competitive edge.
Differentiation
Zipline specializes in autonomous drone delivery for vital medical supplies.
The company has a strong presence in Africa, enhancing healthcare access.
Zipline's partnerships with global health organizations boost its credibility.
Upsides
Expansion into agriculture and e-commerce diversifies revenue streams.
Partnerships with educational institutions enhance workforce development.
Investment in local infrastructure strengthens community ties and efficiency.
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