Senior Product Support Engineer

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SeniorProductSupportEngineer

Becomethetechnicalexpertcustomersandteamsrelyontokeepaircraftconnectedandoperatingattheirbest.

At Gogo, deliveringexceptionalconnectivityexperiencesrequiresmorethaninnovativetechnology.Ittakesdeeptechnicalexpertise,responsivesupport,andclosecollaborationacrossteamstoensureourproductsperformreliablyforcustomersaroundtheworld.

AsourSeniorProductSupportEngineer, you’ll serve as a technical subject matter expert for Gogo’s legacy, current, and emerging hardwareplatforms.You’llworkcloselywithEngineering,ProductDevelopment,CustomerSupport,OEMs,MROs,installers,andcustomerstoresolvecomplextechnicalissues,supportproductenhancements,andensuresuccessfulproductdeploymentandoperation.

Ifyou’resomeonewhoenjoyssolvingchallengingtechnicalproblems,collaboratingacrossteams,andhelpingcustomerssucceedthroughexpertsupportandguidance,we’dlovetomeetyou.

WhatYou’llDo

• ServeasthetechnicalsubjectmatterexpertforGogolegacyproducts,formerSatcomDirectplatforms,andcurrentandemergingGogohardwaresolutions

• Manageandprioritizeproductsupportescalationstoensuretimelyresolutionofcustomerandoperationalissues

• Performrootcauseanalysis,documentcorrectiveactions,andmaintainfulltraceabilityoftechnicalissuesandresolutions

• PartnerwithEngineering,ProductDevelopment,andcross-functionalteamstoidentifyproductrisks,improveproductperformance,andsupportongoingenhancements

• SupportOEMs,MROs,installers,andcustomersthroughproductintegration,deployment,troubleshooting,andissueresolutionactivities

• Contributetochangecontrolprocessesandcoordinateescalationofcomplextechnicalchallengestointernalteamsandexternalpartnerswhennecessary

• Develop,maintain,anddelivertechnicaltraining,troubleshootingguides,SOPs,andsupportdocumentationforinternalandexternalstakeholders

• LeadorsupportUserAcceptanceTesting(UAT)activitiesforhardwareandsoftwarereleases

• SupportthedevelopmentandmaintenanceofKPIreporting,supportmetrics,andoperationaltools

• Provideon-sitesupportforinstallations,aircraft-on-ground(AOG)events,trainingprograms,customerengagements,andtradeshowactivities

• Identifyopportunitiestoimproveproductsupportprocesses,documentation,trainingprograms,andoperationalefficiency

WhatYou’llBring

• Bachelor’s DegreeinEngineering,AviationTechnology,Electronics,ComputerScience,orarelatedtechnicalfield,orequivalentpracticalexperience

• 5–7yearsofexperienceinproductsupport,technicalsupport,systemsintegration,avionics,aerospace,orarelatedtechnicaldiscipline

• Demonstratedexperiencetroubleshootingcomplextechnicalsystemsandperformingrootcauseanalysis

• Experiencesupportinghardware,software,networking,orintegratedtechnologyplatformsinacustomer-facingenvironment

• Experiencecollaboratingeffectivelywithengineering,development,supportteams,customers,andexternalpartners

• Abilitytosupportproductlifecycleactivities,testinginitiatives,issueresolutionefforts,andcontinuousimprovementprograms

EvenBetterIfYouHave

Youdon’tneedtocheckeveryboxbelow.Ifyoubringexperienceinsomeoftheseareas,we’despeciallyliketohearfromyou:

• Experiencewithairborneconnectivity,avionics,satellitecommunications,networking,orrelatedaerospacetechnologies

• ExposuretoOEMandMROenvironments,aircraftintegrationprocesses,andcabinnetworkarchitecture

• Knowledgeofproductsupportbestpractices,systemsintegrationmethodologies,andtechnicalserviceoperations

• ExperiencewithUserAcceptanceTesting(UAT),validationactivities,andproductreleaseprocesses

• FamiliaritywithKPIreporting,supportanalytics,andinternalsupporttooldevelopment

• Experiencedeliveringtechnicaltrainingforcustomers,partners,orinternalteams

• Demonstratedsuccesssupportingcontinuousimprovementinitiativesanddrivingoperationalexcellence

• Relevantcertificationsoradvancededucationinengineering,networking,aerospacetechnologies,orrelatedtechnicalfields

• Abilitytomanagemultiplepriorities,technicalescalations,andcompetingdeadlinesinafast-pacedsetting

• Stronganalytical,problem-solving,anddecision-makingskills

• Attentiontodetailandacommitmenttodeliveringhigh-qualitycustomerandoperationalsupport

• Strongwrittenandverbalcommunicationskills,includingtheabilitytodeveloptechnicaldocumentationandtrainingmaterials

WhyGogo?

AtGogo,we’retransforminghowpeopleconnectinthesky.

Our teams buildandsupporttechnologythatpowersconnectivityaboardbusinessaircraftaroundtheworld.Thatmeanstheworkyoudoherehasadestinationbeyondascreen,spreadsheet,ormeeting;itbecomespartofanexperiencehappeningthousandsoffeetabovetheground.

You’llworkalongsidepeoplewhoknowtheircraft,challengeideas,solvedifficultproblems,andcareaboutbuildingwhatcomesnext.

Readytohelpshapethefutureofconnectedaviation?Comeaboard.

Equal Pay Disclosure(s)

Base Pay:

Target Annual Short-Term Incentive:

Eligible for Incentive Stock Program:

Benefits:

Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.

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Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.

Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.  

The EEO is the law and is available here.Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).