Senior Field Service Engineer, Aviation - Northeast

USA-GBA Gogo Business Aviation LLC; United States; Remote; USD 96,000 - 120,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

Immediate vesting 401k

Paid time off & volunteer time off

Employee Stock Purchase Plan

Job summary

Gogo Business Aviation LLC is seeking a Senior Field Support Engineer, Aviation-Northeast to deliver expert technical support for air-to-ground and satellite connectivity systems. You will troubleshoot, train customers and dealers, and collaborate with engineering and sales to improve service outcomes.

The role requires extensive travel (domestic/international up to 50%), on-site and remote support, and strict safety practices.

Qualifications

• Bachelor's degree in Electrical Engineering, Avionics, Aviation, or related field.
• 5+ years in aviation Industry.
• 4+ years in satcom/aviation connectivity or related
• Willingness to relocate near PA/NJ for on-wing support several days a week
• Ability to travel domestically and internationally up to 50%

Responsibilities

• Provide telephone, remote, and onsite technical support to customers, dealers, and OEMs for aviation connectivity systems.
• Troubleshoot complex issues involving connectivity, network performance, and aircraft compatibility.
• Partner with cross-functional teams to resolve escalated issues and improve service outcomes.
• Conduct training for customers and dealers on system usage and service compatibility.
• Document root cause findings and support testing/validation activities.
• Maintain accurate case records and technical documentation.
• Travel to provide on-site support and demonstrations at OEM facilities and customer sites

Skills

Networking

IP networks

VHF comms

Troubleshooting

Customer service

Education

Bachelor's in Electrical Engineering/Avionics/Aviation

Tools

RF diagnostic gear

Salesforce CRM

Job description

The Senior Field Support Engineer, Aviation-Northeast is responsible for delivering high-quality technical support, troubleshooting, and customer service for aviation satellite communications and inflight connectivity systems. This role supports post-installation issues, onsite and remote technical assistance, customer and dealer training, and cross-functional efforts that help ensure product performance, customer satisfaction, and continuous improvement.

Are you a technically skilled professional who enjoys solving complex problems, supporting customers, and working across teams in a fast-paced aviation environment? Do you bring strong troubleshooting skills, sound judgment, and a customer-focused mindset? If so, this opportunity may be a great fit.

Responsibilities

• Provide telephone, remote, and onsite technical support to customers, dealers, and OEMs regarding aviation connectivity systems, services, and network performance
• Troubleshoot complex technical issues involving connectivity, network performance, system installations, and aircraft compatibility
• Partner with customer support, engineering, sales, and other cross-functional teams to resolve escalated issues and improve service outcomes
• Conduct training for customers and dealers on system usage, hardware operation, service compatibility, and entry-into-service support
• Document root cause findings, support testing and validation activities, and contribute to process and product support improvements
• Maintain accurate case records, technical documentation, and issue traceability in accordance with established standards
• Travel as needed to provide on-site support, customer demonstrations, and technical expertise at OEM facilities, customer locations, and industry events

Qualifications

• Bachelor's degree in Electrical Engineering, Avionics, Aviation, or a related technical field, or an equivalent combination of education, relevant experience, and/or military technical training
• 5+ years of experience in the aviation industry
• 4+ years of product support experience in satcom, aviation connectivity, telecommunications, internet services, or a related technical discipline preferred
• Must be located or willing to relocate in close proximity to a major airport in Pennsylvania or New Jersey for on-wing support multiple days per week at OEM facilities
• Ability to travel domestically and internationally (up to 50%) to provide on-site technical support and training
• This is a safety-sensitive position. Position is subject to a pre-employment drug test and subsequent random drug testing

Required Skills, Talents, & Experience

• Deep understanding of networking, inflight connectivity, and satellite communication systems, including L-Band, Ku/Ka-band, VSAT, and Inmarsat/Iridium technologies
• Hands-on experience with IP-based systems, including routers, switches, and telephony networks
• Thorough knowledge of VHF communication systems and data transmission over VHF mediums
• Familiarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systems
• Ability to read and interpret installation manuals, wiring diagrams, and technical schematics
• Excellent customer service and communication skills, with the ability to manage multiple inquiries, priorities, and customer-facing training responsibilities
• Aptitude for maintaining confidentiality and handling sensitive customer information with discretion

Preferred Skills, Talents, & Experience

• Previous experience in a field service role supporting aviation connectivity or satellite communications solutions
• FAA Airframe & Powerplant (A&P) certification, EASA Aircraft Maintenance License, Cisco CCNA, Network+, or similar technical certification
• Proven problem-solving, analytical, and decision-making skills in technical support environments
• Ability to work independently, unsupervised, and effectively in remote locations
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and familiarity with CRM or case management tools such as Salesforce
• Experience with RF or network diagnostic equipment and troubleshooting satellite-based connectivity systems
• Demonstrated ability to adapt quickly, build effective working relationships, and contribute to continuous improvement in a dynamic aviation environment

FAA Safety Sensitive Notice

This is a safety sensitive role that will require pre-employment drug test and random testing throughout your employment.

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 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). Here at Gogo, we lead with Integrity First. We set the standard in our industry, leading with integrity; we strive to do what’s right, not just what is easy or expedient. Customer Excellence and Mission - We build and deliver with the customers mission in mind, not just our roadmap On Team - We collaborate across functions and business lines globally. People Power the Network - Technology moves fast, but people make the difference; we invest in their growth and treat them with respect. Gogo is the only multi-orbit, multi-band in-flight connectivity provider offering connectivity technology purpose-built for business and military/government aviation. Our industry-leading product portfolio offers best-in-class solutions for all aircraft types, from small to large and heavy jets and beyond. The Gogo offering uniquely incorporates Air-to-Ground systems with high-speed satellite networks, to deliver consistent, global tip-to-tail connectivity through a sophisticated suite of software, hardware, and advanced infrastructure supported by a 24/ 7/365 in person customer support team. Gogo consistently strives to set new standards for reliability, security and innovation and is shaping the future of inflight aviation to make it easier for every customer to stay connected beyond all expectations.