Senior Product Support Engineer

Senior Product Support EngineerBecome 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.What You'll DoServe as the technical subject matter expert for Gogo legacy products, former Satcom Direct platforms, and current and emerging Gogo hardware solutionsManage and prioritize product support escalations to ensure timely resolution of customer and operational issuesPerform root cause analysis, document corrective actions, and maintain full traceability of technical issues and resolutionsPartner with Engineering, Product Development, and cross-functional teams to identify product risks, improve product performance, and support ongoing enhancementsSupport OEMs, MROs, installers, and customers through product integration, deployment, troubleshooting, and issue resolution activitiesContribute to change control processes and coordinate escalation of complex technical challenges to internal teams and external partners when necessaryDevelop, maintain, and deliver technical training, troubleshooting guides, SOPs, and support documentation for internal and external stakeholdersLead or support User Acceptance Testing (UAT) activities for hardware and software releasesSupport the development and maintenance of KPI reporting, support metrics, and operational toolsProvide on-site support for installations, aircraft-on-ground (AOG) events, training programs, customer engagements, and trade show activitiesIdentify opportunities to improve product support processes, documentation, training programs, and operational efficiencyWhat You'll BringBachelor's Degree in Engineering, Aviation Technology, Electronics, Computer Science, or a related technical field, or equivalent practical experience5–7 years of experience in product support, technical support, systems integration, avionics, aerospace, or a related technical disciplineDemonstrated experience troubleshooting complex technical systems and performing root cause analysisExperience supporting hardware, software, networking, or integrated technology platforms in a customer-facing environmentExperience collaborating effectively with engineering, development, support teams, customers, and external partnersAbility to support product lifecycle activities, testing initiatives, issue resolution efforts, and continuous improvement programsEven Better If You HaveYou 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 technologiesExposure to OEM and MRO environments, aircraft integration processes, and cabin network architectureKnowledge of product support best practices, systems integration methodologies, and technical service operationsExperience with User Acceptance Testing (UAT), validation activities, and product release processesFamiliarity with KPI reporting, support analytics, and internal support tool developmentExperience delivering technical training for customers, partners, or internal teamsDemonstrated success supporting continuous improvement initiatives and driving operational excellenceRelevant certifications or advanced education in engineering, networking, aerospace technologies, or related technical fieldsAbility to manage multiple priorities, technical escalations, and competing deadlines in a fast-paced settingStrong analytical, problem-solving, and decision-making skillsAttention to detail and a commitment to delivering high-quality customer and operational supportStrong written and verbal communication skills, including the ability to develop technical documentation and training materialsWhy Gogo?At Gogo, we're transforming how people connect in the sky.Our teams build and support technology that powers connectivity aboard business aircraft around the world. That means the work you do here has a destination beyond a screen, spreadsheet, or meeting; it becomes part of an experience happening thousands of feet above the ground.You'll work alongside people who know their craft, challenge ideas, solve difficult problems, and care about building what comes next.Ready to help shape the future of connected aviation? Come aboard.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.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 be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.