Senior Product Support Engineer

We will be accepting applications through September 27, 2026 or until filled.--- --- ---SeniorProductSupportEngineerBecomethetechnicalexpertcustomersandteamsrelyontokeepaircraftconnectedandoperatingattheirbest.At Gogo, delivering exceptionalconnectivityexperiencesrequiresmorethaninnovativetechnology.Ittakesdeeptechnicalexpertise,responsivesupport,andclosecollaborationacrossteamstoensureourproductsperformreliablyforcustomersaroundtheworld.AsourSeniorProductSupportEngineer, you’ll serve as a technical subject matter expert for Gogo’s legacy, current, and emerging hardware platforms.You’llworkcloselywithEngineering,ProductDevelopment,CustomerSupport,OEMs,MROs,installers,andcustomerstoresolvecomplextechnicalissues,supportproductenhancements,andensuresuccessfulproductdeploymentandoperation.Ifyou’resomeonewhoenjoyssolvingchallengingtechnicalproblems,collaboratingacrossteams,andhelpingcustomerssucceedthroughexpertsupportandguidance,we’dlovetomeetyou.WhatYou’llDoServeasthetechnicalsubjectmatterexpertforGogolegacyproducts,formerSatcomDirectplatforms,andcurrentandemergingGogohardwaresolutionsManageandprioritizeproductsupportescalationstoensuretimelyresolutionofcustomerandoperationalissuesPerformrootcauseanalysis,documentcorrectiveactions,andmaintainfulltraceabilityoftechnicalissuesandresolutionsPartnerwithEngineering,ProductDevelopment,andcross-functionalteamstoidentifyproductrisks,improveproductperformance,andsupportongoingenhancementsSupportOEMs,MROs,installers,andcustomersthroughproductintegration,deployment,troubleshooting,andissueresolutionactivitiesContributetochangecontrolprocessesandcoordinateescalationofcomplextechnicalchallengestointernalteamsandexternalpartnerswhennecessaryDevelop,maintain,anddelivertechnicaltraining,troubleshootingguides,SOPs,andsupportdocumentationforinternalandexternalstakeholdersLeadorsupportUserAcceptanceTesting(UAT)activitiesforhardwareandsoftwarereleasesSupportthedevelopmentandmaintenanceofKPIreporting,supportmetrics,andoperationaltoolsProvideon-sitesupportforinstallations,aircraft-on-ground(AOG)events,trainingprograms,customerengagements,andtradeshowactivitiesIdentifyopportunitiestoimproveproductsupportprocesses,documentation,trainingprograms,andoperationalefficiencyWhatYou’llBringBachelor’s DegreeinEngineering,AviationTechnology,Electronics,ComputerScience,orarelatedtechnicalfield,orequivalentpracticalexperience5–7yearsofexperienceinproductsupport,technicalsupport,systemsintegration,avionics,aerospace,orarelatedtechnicaldisciplineDemonstratedexperiencetroubleshootingcomplextechnicalsystemsandperformingrootcauseanalysisExperiencesupportinghardware,software,networking,orintegratedtechnologyplatformsinacustomer-facingenvironmentExperiencecollaboratingeffectivelywithengineering,development,supportteams,customers,andexternalpartnersAbilitytosupportproductlifecycleactivities,testinginitiatives,issueresolutionefforts,andcontinuousimprovementprogramsEvenBetterIfYouHaveYoudon’tneedtocheckeveryboxbelow.Ifyoubringexperienceinsomeoftheseareas,we’despeciallyliketohearfromyou:Experiencewithairborneconnectivity,avionics,satellitecommunications,networking,orrelatedaerospacetechnologiesExposuretoOEMandMROenvironments,aircraftintegrationprocesses,andcabinnetworkarchitectureKnowledgeofproductsupportbestpractices,systemsintegrationmethodologies,andtechnicalserviceoperationsExperiencewithUserAcceptanceTesting(UAT),validationactivities,andproductreleaseprocessesFamiliaritywithKPIreporting,supportanalytics,andinternalsupporttooldevelopmentExperiencedeliveringtechnicaltrainingforcustomers,partners,orinternalteamsDemonstratedsuccesssupportingcontinuousimprovementinitiativesanddrivingoperationalexcellenceRelevantcertificationsoradvancededucationinengineering,networking,aerospacetechnologies,orrelatedtechnicalfieldsAbilitytomanagemultiplepriorities,technicalescalations,andcompetingdeadlinesinafast-pacedsettingStronganalytical,problem-solving,anddecision-makingskillsAttentiontodetailandacommitmenttodeliveringhigh-qualitycustomerandoperationalsupportStrongwrittenandverbalcommunicationskills,includingtheabilitytodeveloptechnicaldocumentationandtrainingmaterialsWhyGogo?AtGogo,we’retransforminghowpeopleconnectinthesky.Our teams build andsupporttechnologythatpowersconnectivityaboardbusinessaircraftaroundtheworld.Thatmeanstheworkyoudoherehasadestinationbeyondascreen,spreadsheet,ormeeting;itbecomespartofanexperiencehappeningthousandsoffeetabovetheground.You’llworkalongsidepeoplewhoknowtheircraft,challengeideas,solvedifficultproblems,andcareaboutbuildingwhatcomesnext.Readytohelpshapethefutureofconnectedaviation?Comeaboard.Equal Pay Disclosure(s)Base Pay:96,000.00 - 120,000.00 USD AnnualTarget Annual Short-Term Incentive:Bonus Plan at 10% (% of Annualized Base Pay)Eligible for Incentive Stock Program:YesBenefits:Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at.--- --- ---Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.Qualified candidates will beconsidered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability. The EEO is the law and is availablehere. Gogoparticipates in E-Verify (EnglishandSpanish). Right to Work Statement(EnglishandSpanish).SummaryLocation: Broomfield, CO United States; Ottawa, CanadaType: Full time