Technical Product Support Specialist

Position

The Gogo Technical Support Specialist serves as a member of the Technical Support team to address customer inquiries, resolve issues, and handle escalations when necessary.

You will perform troubleshooting on a variety of networks including satellite, ground-based, and telephony networks while maintaining a customer‑centric approach to ensure that all customers have a positive experience. The right candidate can provide comprehensive technical support to customers, addressing hardware, software, and network‑related issues promptly and professionally.

• Provide remote and on‑site technical support to OEMs and customers for avionics system configurations and troubleshooting.
• Give technical guidance on all Gogo products and services, including flight deck and cabin communications systems (VHF datalink, ATG, Inmarsat, Iridium, and Via Sat data, voice, and internet services).
• Support OEMs and customers in all aspects of avionics training, including use of satellite connectivity networks, associated hardware, and compatibility of services.
• Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor the health of the networks.
• Assist in development and testing of Gogo products and services by performing quality assurance activities such as software regression testing and analysis, and working with product managers and developers to isolate and resolve defects.
• Participate in planning and design discussions with product managers and developers.
• Build and test configurations for hardware products using Gogo’s test lab.

• Bachelor’s Degree in a STEM field or equivalent work experience.
• 1‑2 years in customer support or technical support.
• Availability for shift work. Position starts Monday‑Friday, 8AM‑5PM and will move into a 2PM‑12AM shift after training. Must be available some off‑hours and weekend hours.
• Experience with IP‑based routers and switches such as Cisco.
• Knowledge of satellite and air‑to‑ground networks, such as Iridium, Inmarsat, and Gogo’s ATG.
• Business aviation industry experience: aircraft OEM airframes and knowledge of current equipment utilized for aircraft communications (SATCOM, VHF, DATALINK).
• Outstanding customer service, organizational, and time‑management skills, and ability to multi‑task.
• Excellent interpersonal skills and demonstrated ability to troubleshoot and resolve conflicts.
• Effective and confident decision making and problem‑solving skills, especially under time constraints.
• Experience working in an international environment with sensitivity towards regional cultural norms.
• Proficient with general office software and Microsoft Office Suite and CRM, with the ability to adapt to a variety of other software applications.
• Excellent oral and written communication skills, including the ability to interact clearly and concisely with internal and external contacts.
• Ability to maintain confidentiality.
• Multilingual skills preferred (English required).
• Motivated self‑starter and able to perform independently and in a team environment.

• Preferred multilingual skills beyond English.
• Previous experience in the aviation or aerospace industry beyond the mandatory experience.

This is a safety‑sensitive role that will require pre‑employment drug test and random testing throughout employment.

Base Pay: 26.93 – 33.66

USD hourly. Target annual short‑term incentive: bonus plan at 5% (of annualized base pay). Eligible for incentive stock program: yes.

Gogo offers competitive benefits including medical, dental, and vision coverage with plans that fit each employee’s needs. Benefits also include an immediate‑vesting 401(k) plan, paid time off, volunteer time off, employee stock purchase plan, and more.

Gogo is an Equal Opportunity and affirmative action employer, working in compliance with federal and state laws. 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.