Senior Product Support Engineer

Overview

The Senior Product Support Engineer is responsible for serving 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 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, when necessary, engage external partners.
• 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.

Qualifications

Bachelor’s degree in engineering, aviation technology, electronics, computer science, or a related technical field, or an equivalent combination of education and experience.

7–12 years of experience in product support, technical support, systems integration, avionics, aerospace, or a related technical discipline.

Required Skills and Experience

• Strong technical troubleshooting, root cause analysis, and problem‑solving skills.
• Ability to manage multiple priorities, support escalations, and operate 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.
• Ability to support product lifecycle activities, testing, process improvement, and technical issue resolution.
• Strong attention to detail, sound judgment, and a commitment to high‑quality customer and operational support.

Preferred Skills and Experience

• 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.

Compensation

Base Pay: Based on experience and responsibilities.

EEO Statement

Gogo is committed to equal opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.

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