Senior Field Service Engineer, Aviation - Northeast

Gogo; United States; Hybrid; USD 96,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan

Paid time off

Volunteer time off

Employee Stock Purchase Plan

Job summary

Gogo is seeking a Senior Field Support Engineer for aviation connectivity systems, responsible for delivering high-quality technical support and customer service. The ideal candidate should have a Bachelor's degree in a related field and at least 5 years of experience in the aviation industry, with a strong background in technical troubleshooting and networking.

Compensation is competitive, with a salary range of $96,000 to $120,000 annually, along with medical, dental, vision benefits, and a 401(k) plan.

Qualifications

• 5+ years of experience in the aviation industry.
• 4+ years of product support experience in satellite communication or related technical discipline.
• Must be willing to relocate close to a major airport for on-wing support.

Responsibilities

• Provide telephone, remote, and onsite technical support to customers.
• Troubleshoot complex technical issues involving connectivity and network performance.
• Conduct training for customers and dealers on system usage.

Skills

Networking knowledge

Customer service skills

Technical troubleshooting

Satellite communication systems

Experience with IP-based systems

Education

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

Tools

Microsoft Office Suite

CRM systems like Salesforce

Job description

Senior Field Support Engineer, Aviation‑Northeast

Responsible for delivering high‑quality technical support, troubleshooting, and customer service for aviation satellite communications and inflight connectivity systems. 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.

Do you enjoy solving complex problems, supporting customers, and working across teams in a fast‑paced aviation environment?

How will you make a difference?

• 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

Benefits

Medical, dental, and vision coverage; a 401(k) plan; paid time off; volunteer time off; and an Employee Stock Purchase Plan. Visit the Careers page for more information.

Equal Pay Disclosure

Base Pay: 96,000.00–120,000.00 USD annually
Target Annual Short‑Term Incentive: Bonus Plan at 10% of Annualized Base Pay
Eligible For Incentive Stock Program: Yes

Gogo is an Equal Opportunity and affirmative action employer, working in compliance with federal and state laws. 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. Gogo participates in E-Verify. Right to Work Statement.