Location: Broomfield, CO United States
We will be accepting applications through September 27, 2026 or until filled.
SeniorProductSupportEngineer
Becomethetechnicalexpertcustomersandteamsrelyontokeepaircraftconnectedandoperatingattheirbest.
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’llDo
- ServeasthetechnicalsubjectmatterexpertforGogolegacyproducts,formerSatcomDirectplatforms,andcurrentandemergingGogohardwaresolutions
- Manageandprioritizeproductsupportescalationstoensuretimelyresolutionofcustomerandoperationalissues
- Performrootcauseanalysis,documentcorrectiveactions,andmaintainfulltraceabilityoftechnicalissuesandresolutions
- PartnerwithEngineering,ProductDevelopment,andcross-functionalteamstoidentifyproductrisks,improveproductperformance,andsupportongoingenhancements
- SupportOEMs,MROs,installers,andcustomersthroughproductintegration,deployment,troubleshooting,andissueresolutionactivities
- Contributetochangecontrolprocessesandcoordinateescalationofcomplextechnicalchallengestointernalteamsandexternalpartnerswhennecessary
- Develop,maintain,anddelivertechnicaltraining,troubleshootingguides,SOPs,andsupportdocumentationforinternalandexternalstakeholders
- LeadorsupportUserAcceptanceTesting(UAT)activitiesforhardwareandsoftwarereleases
- SupportthedevelopmentandmaintenanceofKPIreporting,supportmetrics,andoperationaltools
- Provideon-sitesupportforinstallations,aircraft-on-ground(AOG)events,trainingprograms,customerengagements,andtradeshowactivities
- Identifyopportunitiestoimproveproductsupportprocesses,documentation,trainingprograms,andoperationalefficiency
WhatYou’llBring
- Bachelor’s DegreeinEngineering,AviationTechnology,Electronics,ComputerScience,orarelatedtechnicalfield,orequivalentpracticalexperience
- 5–7yearsofexperienceinproductsupport,technicalsupport,systemsintegration,avionics,aerospace,orarelatedtechnicaldiscipline
- Demonstratedexperiencetroubleshootingcomplextechnicalsystemsandperformingrootcauseanalysis
- Experiencesupportinghardware,software,networking,orintegratedtechnologyplatformsinacustomer-facingenvironment
- Experiencecollaboratingeffectivelywithengineering,development,supportteams,customers,andexternalpartners
- Abilitytosupportproductlifecycleactivities,testinginitiatives,issueresolutionefforts,andcontinuousimprovementprograms
EvenBetterIfYouHave
- Youdon’tneedtocheckeveryboxbelow.Ifyoubringexperienceinsomeoftheseareas,we’despeciallyliketohearfromyou:
- Experiencewithairborneconnectivity,avionics,satellitecommunications,networking,orrelatedaerospacetechnologies
- ExposuretoOEMandMROenvironments,aircraftintegrationprocesses,andcabinnetworkarchitecture
- Knowledgeofproductsupportbestpractices,systemsintegrationmethodologies,andtechnicalserviceoperations
- ExperiencewithUserAcceptanceTesting(UAT),validationactivities,andproductreleaseprocesses
- FamiliaritywithKPIreporting,supportanalytics,andinternalsupporttooldevelopment
- Experiencedeliveringtechnicaltrainingforcustomers,partners,orinternalteams
- Demonstratedsuccesssupportingcontinuousimprovementinitiativesanddrivingoperationalexcellence
- Relevantcertificationsoradvancededucationinengineering,networking,aerospacetechnologies,orrelatedtechnicalfields
- Abilitytomanagemultiplepriorities,technicalescalations,andcompetingdeadlinesinafast-pacedsetting
Stronganalytical,problem-solving,anddecision-makingskills
- Attentiontodetailandacommitmenttodeliveringhigh-qualitycustomerandoperationalsupport
- Strongwrittenandverbalcommunicationskills,includingtheabilitytodeveloptechnicaldocumentationandtrainingmaterials
- WhyGogo?
- 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 Annual
Target Annual Short-Term Incentive
Bonus Plan at 10% (% of Annualized Base Pay)
Eligible for Incentive Stock Program
Yes
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. Visit the Careers page on our website for more information atwww.gogoair.com/careers.
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- 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.
- The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).
- Additional Locations: Ottawa, Canada
Job description provided by Gogo.
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