Technical Support Specialist

Technical Support Specialist, UK
** Help keep aircraft, crews, and passengers connected by delivering expert technical support across the world's leading aviation connectivity networks.
** At Gogo, we're transforming how people connect in the sky. As connectivity becomes increasingly critical to business aviation, our Technical Support team plays a vital role in ensuring customers receive the expertise and support they need to stay connected wherever they fly.

As our
** Technical Support Specialist, UK**, you'll provide technical support and troubleshooting for Gogo's inflight connectivity solutions, supporting customers, OEMs, and partners across a variety of satellite, air-to-ground, and communication networks. You'll work closely with customers, engineering, product, and network partners to resolve issues, improve service reliability, and deliver a best-in-class customer experience.

If you're someone who enjoys solving complex technical problems, thrives in a customer-focused environment, and can confidently navigate both technology and relationships, we'd love to meet you.
** What You'll Do
*** Provide remote and onsite technical support to OEMs and customers for avionics system configurations, troubleshooting, and issue resolution
* Deliver technical guidance and support across Gogo's connectivity products and services, including flight deck and cabin communication systems
* Support customers and OEMs in the use of satellite connectivity networks, associated hardware, and service compatibility requirements
* Partner with satellite network operators and internal teams to investigate customer issues, identify trends, and drive timely resolutions
* Monitor network performance and proactively identify opportunities to improve service reliability and customer experience
* Assist with product development and quality assurance activities, including software regression testing, analysis, and defect investigation
* Collaborate with product managers, engineers, and developers to isolate, troubleshoot, and resolve technical issues
* Build, configure, and test hardware solutions within Gogo's test lab environment to support new products and customer deployments
** What You'll Bring
*** Bachelor's Degree in a STEM discipline or equivalent practical experience
* 1-2 years of experience in technical support, customer support, or a related field
* Experience troubleshooting hardware, software, and network-related issues in a customer-facing environment
* Knowledge of IP-based networking technologies, including routers and switches such as Cisco
* Understanding of satellite communications and connectivity networks, including Iridium, Viasat/Inmarsat, air-to-ground technologies, or similar systems
* ** Ability to support customers during occasional off-hours and weekend coverage as required**
* ** Must be located within a commutable distance of Farnborough, UK and be authorized to work and reside in the United Kingdom
**** Even Better If You Have
** 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:
* Business aviation industry experience and knowledge of aircraft communications systems, including SATCOM, VHF, and Datalink technologies
* Familiarity with flight deck and cabin connectivity systems
* Experience working with international customers, teams, or partners across multiple regions
* Knowledge of customer relationship management (CRM) platforms and customer support tools
* Proficiency with Microsoft Office Suite and other business applications
* Multi-lingual communication skills
* Experience supporting telecommunications, aerospace, aviation, or connectivity-related technologies
* Ability to work independently while also contributing…