Senior Field Service Engineer, Aviation - Northeast

Gogo-Business-Aviation; Teterboro (NJ); Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k with immediate vesting

Paid time off

Volunteer time off

Employee Stock Purchase Plan

Job summary

Gogo is seeking a Senior Field Support Engineer for the Northeast region to deliver high-quality technical support for aviation connectivity systems. You will troubleshoot, train customers and dealers, and collaborate with engineering and sales to improve service outcomes.

The role requires on-wing and on-site support near Teterboro, NJ, with travel up to 50% and a strong emphasis on safety, confidentiality, and customer satisfaction.

Qualifications

• Bachelor’s degree in a technical field or equivalent experience.
• Strong troubleshooting and customer-facing skills are required.
• Willingness to travel domestically and internationally up to 50%.

Responsibilities

• Provide telephone, remote, and onsite technical support to customers, dealers, and OEMs.
• Troubleshoot complex connectivity and satellite systems issues.
• Collaborate with cross-functional teams to resolve escalations and improve service outcomes.
• Travel to OEM facilities and customer locations for on-site support and training.
• Document findings and maintain case records per standards.

Skills

On-site support

Troubleshooting

Customer service

Networking

IP-based systems

Education

Bachelor's degree in Electrical Engineering, Avionics, Aviation or related field

Tools

VHF systems

RF diagnostic tools

CRM tools (Salesforce)

Job description

We will be accepting applications through November 23, 2026 or until filled.- - -Senior Field Support Engineer, Aviation-NortheastDeliver high-quality technical support and help keep aviation customers connected.At Gogo, technical support helps ensure the performance of aviation satellite communications and inflight connectivity systems. Our field service team supports customers and dealers through troubleshooting, training, and continuous improvement.As our Senior Field Support Engineer, you’ll deliver high-quality technical support, troubleshooting, and customer service for aviation satellite communications and inflight connectivity systems. You’ll support post-installation issues, provide onsite and remote technical assistance, train customers and dealers, and work closely with customer support, engineering, sales, and other cross-functional teams to help ensure product performance, customer satisfaction, and continuous improvement.**Candidates must be located or willing to relocate in close proximity to Teterboro Airport for on-wing support multiple days per week at OEM facilities**If you’re a technically skilled professional who enjoys solving complex problems, supporting customers, and working across teams in a fast-paced aviation environment—and you bring strong troubleshooting skills, sound judgment, and a customer-focused mindset—we’d love to meet you. Come on board the Gogo Field Service team!What You’ll DoProvide telephone, remote, and onsite technical support to customers, dealers, and OEMs regarding aviation connectivity systems, services, and network performanceTroubleshoot complex technical issues involving connectivity, network performance, system installations, and aircraft compatibilityPartner with customer support, engineering, sales, and other cross-functional teams to resolve escalated issues and improve service outcomesConduct training for customers and dealers on system usage, hardware operation, service compatibility, and entry-into-service supportDocument root cause findings, support testing and validation activities, and contribute to process and product support improvementsMaintain accurate case records, technical documentation, and issue traceability in accordance with established standardsTravel as needed to provide on-site support, customer demonstrations, and technical expertise at OEM facilities, customer locations, and industry events.What You’ll BringBachelor's degree in Electrical Engineering, Avionics, Aviation, or a related technical field, or an equivalent combination of education, relevant experience, and/or military technical training5+ years of experience in the aviation industryDeep understanding of networking, inflight connectivity, and satellite communication systems, including L-Band, Ku/Ka-band, VSAT, and Inmarsat/Iridium technologiesHands-on experience with IP-based systems, including routers, switches, and telephony networksThorough knowledge of VHF communication systems and data transmission over VHF mediumsFamiliarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systemsAbility to read and interpret installation manuals, wiring diagrams, and technical schematicsExcellent customer service and communication skills, with the ability to manage multiple inquiries, priorities, and customer-facing training responsibilitiesAptitude for maintaining confidentiality and handling sensitive customer information with discretionAbility to travel domestically and internationally (up to 50%) to provide on-site technical support and trainingThis is a safety-sensitive position. Position is subject to a pre-employment drug test and subsequent random drug testingEven Better If You HaveYou don’t need to check every box below. If you bring experience in some of these areas, we’d especially like to hear from you:4+ years of product support experience in satcom, aviation connectivity, telecommunications, internet services, or a related technical disciplinePrevious experience in a field service role supporting aviation connectivity or satellite communications solutionsFAA Airframe & Powerplant (A&P) certification, EASA Aircraft Maintenance License, Cisco CCNA, Network+, or similar technical certificationProven problem-solving, analytical, and decision-making skills in technical support environmentsAbility to work independently, unsupervised, and effectively in remote locationsProficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and familiarity with CRM or case management tools such as SalesforceExperience with RF or network diagnostic equipment and troubleshooting satellite-based connectivity systemsDemonstrated ability to adapt quickly, build effective working relationships, and contribute to continuous improvement in a dynamic aviation environmentWhy Gogo?At Gogo, we’re transforming how people connect in the sky.Our teams build and support technology that powers connectivity aboard business aircraft around the world. That means the work you do here has a destination beyond a screen, spreadsheet, or meeting; it becomes part of an experience happening thousands of feet above the ground.You’ll work alongside people who know their craft, challenge ideas, solve difficult problems, and care about building what comes next.Ready to help shape the future of connected aviation? Come aboard.FAA Safety Sensitive NoticeThis is a safety sensitive role that will require pre-employment drug test and random testing throughout your employment.Equal Pay Disclosure(s)Base Pay :0.00 - 0.00Target Annual Short-Term Incentive :Not EligibleEligible for Incentive Stock Program :NoBenefits :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 at www.gogoair.com/careers .- - -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 ).