Senior Avionics Product Support Engineer

Gogo; Denver (CO); On-site; USD 96,000 - 120,000; Full time

Job summary

Gogo seeks a Senior Product Support Engineer to be the technical SME for legacy, current, and emerging hardware platforms. You will work with Engineering, Product Development, Customer Support, OEMs, MROs, installers, and customers to resolve complex issues and ensure successful deployment and operation.

If you enjoy solving challenging technical problems, collaborating across teams, and guiding customers with expert support, we would love to meet you.

Qualifications

• Bachelors degree or equivalent practical experience
• 57 years of relevant experience in product support or avionics
• Experience troubleshooting complex tech systems and performing root cause analysis
• Experience supporting hardware, software, networking, or integrated tech in customer-facing settings
• Experience collaborating with engineering, development, support teams, customers, and external partners

Responsibilities

• Serve as the technical subject matter expert for legacy products, former Satcom Direct platforms, and current and emerging Gogo hardware solutions
• Manage and prioritize product support escalations for timely resolution
• Perform root cause analysis and document corrective actions with traceability
• Collaborate with Engineering, Product Development, and cross-functional teams to identify risks and improvements
• Support OEMs, MROs, installers, and customers through integration, deployment, troubleshooting
• Coordinate escalation of complex challenges to internal teams and partners
• Develop and deliver technical training, guides, SOPs, and support docs
• Lead or support User Acceptance Testing for hardware and software releases
• Develop KPI reporting, support metrics, and operational tools
• Provide on-site support for installations, AOG events, training, and trade shows
• Identify opportunities to improve product support processes and efficiency

Education

Bachelors Degree in Engineering, Aviation Technology, Electronics, Computer Science, or related technical field

57 years of experience in product support, technical support, systems integration, avionics, aerospace

Root-cause analysis & troubleshooting

Hardware, software, networking, or integrated tech in customer-facing env

Cross-functional collaboration with engineering, development & support teams

Job description

Gogo seeks a Senior Product Support Engineer to be the technical SME for legacy, current, and emerging hardware platforms. You will work with Engineering, Product Development, Customer Support, OEMs, MROs, installers, and customers to resolve complex issues and ensure successful deployment and operation.

If you enjoy solving challenging technical problems, collaborating across teams, and guiding customers with expert support, we would love to meet you.