Operations Support Engineer

Matternet is building the future of delivery with autonomous drone networks that move critical goods faster, cleaner, and at lower cost. We work with partners across healthcare, logistics, food, and retail to deliver everything from medical items to everyday essentials, safely and reliably.

We're looking for an Operations Support Engineer to be the first technical responder for the software behind Matternet's delivery network. You'll own Tier-1 triage for issues raised by our operations team, partners, and monitoring: diagnosing what's wrong, resolving what you can, and routing the rest to the right engineer with the context they need to fix it fast. This is a hands-on role in a safety-critical environment, sitting between live operations and the platform team. You'll work with our support queue, logs, dashboards, and internal tools, and you'll help turn recurring problems into runbooks and fixes.

In this role, you will:

• Own intake and triage of support requests from operations, partners, and internal teams
• Investigate issues using logs, metrics, dashboards, and databases, and resolve known problems using runbooks
• Escalate to engineering with clear reproduction steps, impact, and evidence, and follow issues through to closure
• Respond to alerts and production incidents, coordinating communication with operations during live events
• Write and maintain runbooks, known-issue documentation, and support processes
• Spot recurring issues and work with product and engineering to eliminate them at the source

Requirements

• 2+ years in technical support, production support, operations engineering, or a similar role
• Comfort investigating issues across web applications, APIs, and logs
• Working knowledge of SQL and at least one scripting language (Python, TypeScript/JavaScript, Bash, or similar)
• A calm, methodical approach under pressure, and strong ownership of issues through to resolution
• Clear written communication with both technical and non-technical audiences

Preferred Qualifications:

• Experience with monitoring and observability tools (Grafana, Prometheus, or similar)
• Experience with ticketing and incident tools (Jira, PagerDuty, or similar)
• Exposure to cloud infrastructure (AWS) and containers
• Experience supporting IoT, fleet, robotics, or logistics systems
• UAV, aerospace, logistics, or other operationally critical domain experience
• Experience using AI assistants to speed up investigation and documentation

Benefits

At Matternet, we’re advancing a new era of logistics, one where autonomous drones deliver what matters faster, cleaner, and more efficiently. We know our mission is challenging, but it's worth it, and we are committed to taking care of the people who make it possible.

• Compensation: The expected starting range for this role is $112,500–$135,000, based on San Francisco Bay Area market data. This range reflects the target starting pay for candidates who meet the minimum qualifications for the role. Final compensation will depend on factors such as your experience, skills, level, location, and potential impact.
• Total Rewards: In addition to base pay, our compensation packages include equity and benefits such as medical, dental, vision, life, and disability coverage, flexible spending accounts (FSA), unlimited paid time off, company holidays, and a 401(k) plan.