Product Support Engineer

About the role

The Product Support Engineer serves as a subject matter expert for Gogo legacy products, former Satcom Direct product lines, and current and emerging Gogo hardware platforms. This role supports operational and customer needs through proactive and reactive product support, cross-functional technical collaboration, issue escalation management, and technical training delivery.

Responsibilities

• Provide SME-level technical support for Gogo legacy, former Satcom Direct, and current hardware platforms, including system integration capabilities
• Manage and prioritize Product Support escalations, perform root cause analysis, document corrective actions, and ensure full issue traceability
• Collaborate with Engineering, Product Development, and cross-functional teams to identify risks, support product enhancements, participate in change control activities, and escalate complex issues to external partners when needed
• Develop, maintain, and deliver technical training, SOPs, troubleshooting guides, and other support documentation for internal teams
• Support OEMs, MROs, customers, and installers through design, integration, deployment, and issue resolution activities
• Lead or support User Acceptance Testing for hardware and software releases and contribute to KPI dashboards and internal support tools
• Provide on-site support for installations, AOG events, training, and trade show activities, including moderate travel as needed

Requirements

• Bachelor’s degree in engineering, aviation technology, electronics, computer science, or a related technical field, or an equivalent combination of education and relevant experience
• 5+ years of experience in product support, technical support, systems integration, avionics, aerospace, or a related technical discipline

Qualifications

• Strong technical troubleshooting, root cause analysis, and problem-solving skills
• Ability to manage multiple priorities, support escalations, and work effectively in a fast-paced, customer-focused environment
• Strong written and verbal communication skills, including the ability to create clear technical documentation and training materials
• Experience collaborating cross-functionally with engineering, development, support, and external partners
• Experience with airborne connectivity, avionics, satellite communications, networking, or related aerospace technologies
• Familiarity with OEM and MRO environments, aircraft integration processes, cabin network topology planning, and product support best practices
• Experience with User Acceptance Testing, technical training delivery, KPI reporting, or internal support tool development
• Demonstrated ability to adapt quickly, support continuous improvement, and build effective working relationships across technical and business teams

Skills

• Strong technical troubleshooting, root cause analysis, and problem-solving skills
• Ability to manage multiple priorities, support escalations, and work effectively in a fast-paced, customer-focused environment
• Strong written and verbal communication skills, including the ability to create clear technical documentation and training materials
• Experience collaborating cross-functionally with engineering, development, support, and external partners
• Experience with airborne connectivity, avionics, satellite communications, networking, or related aerospace technologies
• Familiarity with OEM and MRO environments, aircraft integration processes, cabin network topology planning, and product support best practices
• Experience with User Acceptance Testing, technical training delivery, KPI reporting, or internal support tool development
• Demonstrated ability to adapt quickly, support continuous improvement, and build effective working relationships across technical and business teams

Benefits

• 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.

Pay

Base Pay: $108,000 - $135,000 USD Annual

Schedule

Full-time