Technical Product Support Specialist

We are looking for a Technical Support Specialist to join our team and address customer inquiries, resolve technical issues, and handle escalations with a customer-centric approach.

Responsibilities

• Provide remote and onsite 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 ViaSat data, voice, and internet services)
• Support OEMs and customers in avionics training, including satellite connectivity networks, associated hardware, and service compatibility
• Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor network health
• Assist in development and testing of Gogo products and services by performing quality assurance activities (e.g., software regression testing, defect isolation, and resolution)
• Participate in planning and design discussions with product managers and developers
• Build and test hardware product configurations using Gogo’s test lab

Requirements

• Bachelor’s Degree in a STEM field or equivalent work experience
• 1-2 years in customer support or technical support
• Availability for shift work (initial schedule: Monday-Friday, 8 AM-5 PM; transitioning to 2 PM-12 AM after training)
• Must be available for some off-hours and weekend work

Skills

• Experience with IP-based routers and switches (e.g., Cisco)
• Knowledge of satellite and air-to-ground networks (e.g., Iridium, Inmarsat, Gogo’s ATG)
• Business Aviation industry experience, including aircraft OEM airframes and communications equipment (SATCOM, VHF, DATALINK)
• Outstanding customer service, organizational, and time management skills
• Excellent interpersonal skills and ability to troubleshoot and resolve conflicts
• Effective decision-making and problem-solving under time constraints
• Experience working in an international environment with cultural sensitivity

Preferred Skills

• Proficiency with Microsoft Office Suite, CRM, and other customer/vendor support applications
• Excellent oral and written communication skills
• Ability to maintain confidentiality
• Multi-lingual skills (English required)
• Self-motivated with the ability to work independently and in a team

This is a safety-sensitive role requiring pre-employment and random drug testing.

Pay

Base pay: $26.93 - $33.66 USD per hour. Eligible for a 5% annual short-term incentive bonus and the Incentive Stock Program.

Benefits

• Medical, dental, and vision coverage
• Immediate vesting 401k plan
• Paid time off and volunteer time off
• Employee Stock Purchase Plan