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, 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. If you’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.

• 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

• Bachelor’s Degree in Engineering, Aviation Technology, Electronics, Computer Science, or a related technical field, or equivalent practical experience
• 5-7 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

You don’t need to check every box below. If you bring experience in some of these areas, we’d 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…