What is the Service Engineering Team?
Troubleshooting Steps
Section titled “Troubleshooting Steps”graph TD
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Clarification on Service Engineering Team Role & Protocol
Section titled “Clarification on Service Engineering Team Role & Protocol”What is the defined mission of this team?
Section titled “What is the defined mission of this team?”Service Engineering is critical to Zipline. This team enables Zipline to serve customers with dependable and fast deliveries by driving any “grounded” Aircraft, Droid, or Dock back into service with velocity and high quality.
Assets being down in operations has a massive impact on our ability to serve customers. That’s why this team’s ability to return them to service — with both high quality and high velocity — is essential to Zipline’s customer experience and our ability to scale effectively.
Is this a live operations team or an after-action support unit?
Section titled “Is this a live operations team or an after-action support unit?”This is a live operations team that also provides after-action support when needed.
- During live ops, the team is actively engaged in real-time recovery of grounded assets.
- Post-event, the team supports log reviews, root cause investigations, and escalations to engineering.
What is the coverage model?
Section titled “What is the coverage model?”We operate a 24/7 coverage model, with a minimum of two team members on shift at all times.
- This ensures continuous global support across Flight Test and Commercial Operations.
- Escalation bandwidth and staffing adjust dynamically based on operational priorities.
When should we activate this team versus following normal escalation paths?
Section titled “When should we activate this team versus following normal escalation paths?”You should activate Service Engineering when:
- A Zip, Droid, or Dock is grounded, and technical troubleshooting is required.
- Site-level recovery steps have been exhausted. (e.g., internet goes out and guide does not assist, power goes out and backup power fails, etc)
- There’s a need to coordinate cross-functional resolution (engineering, maintenance, ops).
Use normal escalation paths when:
- The issue does not impact asset availability.
- The issue is clearly operational or administrative (e.g., staffing, scheduling).
Note: The detailed escalation protocol is still being scoped out. In the meantime, default to engaging Service Engineering for anything grounded or blocking operational flow — we’ll take it from there and coordinate next steps.
What’s the scope of their responsibility?
Section titled “What’s the scope of their responsibility?”Everything that is grounded is tracked and owned by this team. Responsibilities include:
- Performing or leading all troubleshooting required to return assets to service.
- Pulling in engineers as needed for deep system investigation.
- Creating and managing maintenance work orders when physical intervention is necessary.
- Ensuring velocity, accountability, and high standards for every return-to-service event.
This guarantees:
- Flight Ops focuses only on assets that are ready to fly.
- Maintenance is only deployed when a confirmed physical action is required.
This team supports both Flight Test and Commercial Operations.
Is there a hierarchy of expertise, or should we assume all members can resolve the same level of issues?
Section titled “Is there a hierarchy of expertise, or should we assume all members can resolve the same level of issues?”There is no formal hierarchy of expertise. This team is actively being trained to be your go-to subject matter experts. If something is unknown, we will find the answer and own the outcome — so you don’t have to worry about who to go to. Engage the Service Engineering team, and we’ll take it from there.
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