Senior Field Service Engineer - Aviation

Gogo Field Support Engineer (FSE)

Provides high‑quality and timely technical customer support for internal and external customers. Responsible for post‑installation troubleshooting, onsite and remote technical assistance, training, and customer education related to aviation satellite communications and inflight connectivity systems.

• Provide telephone and onsite technical support to customers, dealers, and OEMs regarding Gogo systems, services, and network performance.
• Troubleshoot complex technical issues related to connectivity, network performance, system installations, and aircraft compatibility.
• Collaborate with Customer Support, Aircraft Application Engineers, and Technical Support teams to resolve escalated cases efficiently.
• Conduct Entry into Service (EIS) training for customers and dealers.
• Provide support with regression testing, verification of software/hardware fixes, and contribute to process improvement initiatives.
• Perform root cause investigations, document findings, and provide recommendations to enhance product support.
• Assist with reviewing and preparing technical documentation, including user manuals and installation guides.
• Adhere to case management standards for data collection, traceability, and issue resolution.
• Represent the company at trade shows, workshops, and customer meetings to promote products and services.
• Work closely with the Sales team to conduct customer demonstrations and provide technical expertise during client engagements.
• Maintain knowledge of regulatory changes affecting aviation connectivity systems and installations.

• Bachelor’s Degree in Electrical Engineering, Avionics, Aviation, or a related technical field, or equivalent military technical training.
• 5+ years of experience in the aviation industry.
• 4+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet services.
• Must be located or willing to relocate near a major airport in Ohio.
• Travel domestically and internationally (up to 50%) for on‑site technical support and training.
• Position is safety‑sensitive; requires pre‑employment drug test and ongoing random testing.

• Strong understanding of networking, inflight connectivity, and satellite communication systems (L‑Band, Ku/Ka‑band, VSAT, Inmarsat/Iridium).
• Experience with IP‑based systems, including routers, switches, and telephony networks.
• Knowledge of VHF communication systems and data transmission over VHF mediums.
• Familiarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systems.
• Ability to read and interpret installation manuals, wiring diagrams, and technical schematics.
• Excellent customer service skills with ability to manage multiple inquiries and priorities.

• FAA Airframe & Powerplant (A&P) certification or EASA Aircraft Maintenance License.
• AeroIT Certification (must obtain within 90 days of hire).
• Proficiency in Microsoft Office Suite and CRM software (Salesforce preferred).
• Strong problem‑solving, analytical, and decision‑making skills.
• Experience with satellite‑based connectivity solutions and troubleshooting.
• Experience using RF and network diagnostic equipment.

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

• Base Pay: $80,000.00 – $ USD annually.
• Annual Target Short‑Term Incentive:
  Bonus Plan at 10% of annualized base pay.
• Eligible for incentive stock program.
• Medical, dental, and vision coverage.
• Immediate vesting 401(k). Paid and volunteer time off.
• Employee Stock Purchase Plan available.

Gogo is an Equal Opportunity and affirmative action employer, working in compliance with both 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. Gogo participates in E‑Verify.