Senior Product Support Engineer

Senior Product Support Engineer

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

At Gogo delivering exceptional connectivity 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.

As our Senior Product Support Engineer youll serve as a technical subject matter expert for Gogos legacy current and emerging hardware platforms. Youll 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.

If youre someone who enjoys solving challenging technical problems collaborating across teams and helping customers succeed through expert support and guidance wed love to meet you.

What Youll Do

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

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

• Perform root cause analysis document corrective actions and maintain full traceability of technical issues and resolutions

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

• Support OEMs MROs installers and customers through product integration deployment troubleshooting and issue resolution activities

• Contribute to 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

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

• Support the development and maintenance of KPI reporting support metrics and operational tools

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

• Identify opportunities to improve product support processes documentation training programs and operational efficiency

What Youll Bring

• Bachelors Degree in Engineering Aviation Technology Electronics Computer Science or a related technical field or equivalent practical experience

• 57 years of experience in product support technical support systems integration avionics aerospace or a related technical discipline

• Demonstrated experience troubleshooting complex technical systems and performing root cause analysis

• Experience supporting hardware software networking or integrated technology platforms in a customer-facing environment

• Experience collaborating effectively with engineering development support teams customers and external partners

• Ability to support product lifecycle activities testing initiatives issue resolution efforts and continuous improvement programs

Even Better If You Have

You dont need to check every box below. If you bring experience in some of these areas wed especially like to hear from you:

• Experience with airborne connectivity avionics satellite communications networking or related aerospace technologies

• Exposure to OEM and MRO environments aircraft integration processes and cabin network architecture

• Knowledge of product support best practices systems integration methodologies and technical service operations

• Experience with User Acceptance Testing (UAT) validation activities and product release processes

• Familiarity with KPI reporting support analytics and internal support tool development

• Experience delivering technical training for customers partners or internal teams

• Demonstrated success supporting continuous improvement initiatives and driving operational excellence

• Relevant certifications or advanced education in engineering networking aerospace technologies or related technical fields

• Ability to manage multiple priorities technical escalations and competing deadlines in a fast-paced setting

• Strong analytical problem-solving and decision-making skills

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

• Strong written and verbal communication skills including the ability to develop technical documentation and training materials

Why Gogo

At Gogo were transforming how people connect in the sky.

Our teams build and support technology that powers connectivity aboard business aircraft around the world. That means the work you do here has a destination beyond a screen spreadsheet or meeting; it becomes part of an experience happening thousands of feet above the ground.

Youll work alongside people who know their craft challenge ideas solve difficult problems and care about building what comes next.

Ready to help shape the future of connected aviation Come aboard.