SeniorProduct Support Engineer

Becomethe technical expert customers and teams rely on to keep aircraft connected and operating at their best.

At Gogo, delivering exceptionalconnectivity experiences requires more than innovative technology. It takes deep technical expertise, responsive support, and close collaboration across teams to ensure our products perform reliably for customers around the world.

Asour Senior Product Support Engineer, you’ll serve as a technical subject matter expert for Gogo’s legacy, current, and emerging hardware platforms. You’ll work closely with Engineering, Product Development, Customer Support, OEMs, MROs, installers, and customers to resolve complex technical issues, support product enhancements, and ensure successful product deployment and operation.

Ifyou’re someone who enjoys solving challenging technical problems, collaborating across teams, and helping customers succeed through expert support and guidance, we’d love to meet you.

WhatYou’ll Do

• Serveas the technical subject matter expert for Gogo legacy products, former Satcom Direct platforms, and current and emerging Gogo hardware solutions

• Manageand prioritize product support escalations to ensure timely resolution of customer and operational issues

• Performroot cause analysis, document corrective actions, and maintain full traceability of technical issues and resolutions

• Partnerwith Engineering, Product Development, and cross-functional teams to identify product risks, improve product performance, and support ongoing enhancements

• SupportOEMs, MROs, installers, and customers through product integration, deployment, troubleshooting, and issue resolution activities

• Contributeto change control processes and coordinate escalation of complex technical challenges to internal teams and external partners when necessary

• Develop,maintain, and deliver technical training, troubleshooting guides, SOPs, and support documentation for internal and external stakeholders

• Leador support User Acceptance Testing (UAT) activities for hardware and software releases

• Supportthe development and maintenance of KPI reporting, support metrics, and operational tools

• Provideon-site support for installations, aircraft-on-ground (AOG) events, training programs, customer engagements, and trade show activities

• Identifyopportunities to improve product support processes, documentation, training programs, and operational efficiency

WhatYou’ll Bring

• Bachelor’s Degreein Engineering, Aviation Technology, Electronics, Computer Science, or a related technical field, or equivalent practical experience

• 5–7years of experience in product support, technical support, systems integration, avionics, aerospace, or a related technical discipline

• Demonstratedexperience troubleshooting complex technical systems and performing root cause analysis

• Experiencesupporting hardware, software, networking, or integrated technology platforms in a customer-facing environment

• Experiencecollaborating effectively with engineering, development, support teams, customers, and external partners

• Abilityto support product lifecycle activities, testing initiatives, issue resolution efforts, and continuous improvement programs

EvenBetter If You Have

Youdon’t need to check every box below. If you bring experience in some of these areas, we’d especially like to hear from you:

• Experiencewith airborne connectivity, avionics, satellite communications, networking, or related aerospace technologies

• Exposureto OEM and MRO environments, aircraft integration processes, and cabin network architecture

• Knowledgeof product support best practices, systems integration methodologies, and technical service operations

• Experiencewith User Acceptance Testing (UAT), validation activities, and product release processes

• Familiaritywith KPI reporting, support analytics, and internal support tool development

• Experiencedelivering technical training for customers, partners, or internal teams

• Demonstratedsuccess supporting continuous improvement initiatives and driving operational excellence

• Relevantcertifications or advanced education in engineering, networking, aerospace technologies, or related technical fields

• Abilityto manage multiple priorities, technical escalations, and competing deadlines in a fast-paced setting

• Stronganalytical, problem-solving, and decision-making skills

• Attentionto detail and a commitment to delivering high-quality customer and operational support

• Strongwritten and verbal communication skills, including the ability to develop technical documentation and training materials

Base Pay:

Target Annual Short-Term Incentive:

Eligible for In