Senior Product Support Engineer

Gogo Inc.; Broomfield (CO); On-site; USD 96,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401k with immediate vesting

Paid time off

Employee Stock Purchase Plan

Job summary

Gogo Inc. is seeking a Senior Product Support Engineer to act as the technical SME for legacy, current, and emerging hardware platforms. You will resolve complex issues, collaborate with Engineering and Customer Support, and drive product deployments across global customers.

You will manage escalations, perform root cause analysis, and contribute to training, SOPs, and support documentation, ensuring reliable operation and customer success in a fast-paced, aviation-focused environment.

Qualifications

• Bachelor’s degree in engineering or related field.
• 5–7 years of experience in product support, technical support, or avionics.
• Proven troubleshooting and root cause analysis abilities.
• Experience supporting hardware, software, or networks in a customer-facing environment.
• Strong cross-functional collaboration with engineering and support teams.

Responsibilities

• Serve as SME for legacy and current hardware platforms and configurations.
• Manage and prioritize product support escalations for timely resolutions.
• Perform root cause analysis and document corrective actions with traceability.
• Partner with Engineering, Product Development, and cross-functional teams to improve product performance.
• Provide training materials and support documentation for internal and external stakeholders.
• Lead or support UAT activities for hardware and software releases.

Skills

Product support experience

Root cause analysis

Cross-functional collaboration

Education

Bachelor’s Degree in Engineering, Aviation Technology, Electronics, Computer Science, or related field

Job description

Senior Product Support Engineer

Become the technical expert customers and teams rely on to keep aircraft connected and operating at their best. At Gogo, delivering exceptional connectivity experiences requires more than innovative technology. It takes deep technical expertise, responsive support, and close collaboration across teams to ensure our products perform reliably for customers around the world.

As our Senior Product Support Engineer, you’ll serve as a technical subject matter expert for Gogo’s legacy, current, and emerging hardware platforms. You’ll work closely with Engineering, Product Development, Customer Support, OEMs, MROs, installers, and customers to resolve complex technical issues, support product enhancements, and ensure successful product deployment and operation. If you’re someone who enjoys solving challenging technical problems, collaborating across teams, and helping customers succeed through expert support and guidance, we’d love to meet you.

What You’ll Do

• Serve as the technical subject matter expert for Gogo legacy products, former Satcom Direct platforms, and current and emerging Gogo hardware solutions
• Manage and prioritize product support escalations to ensure timely resolution of customer and operational issues
• Perform root cause analysis, document corrective actions, and maintain full traceability of technical issues and resolutions
• Partner with Engineering, Product Development, and cross-functional teams to identify product risks, improve product performance, and support ongoing enhancements
• Support OEMs, MROs, installers, and customers through product integration, deployment, troubleshooting, and issue resolution activities
• Contribute to change control processes and coordinate escalation of complex technical challenges to internal teams and external partners when necessary
• Develop, maintain, and deliver technical training, troubleshooting guides, SOPs, and support documentation for internal and external stakeholders
• Lead or support User Acceptance Testing (UAT) activities for hardware and software releases
• Support the development and maintenance of KPI reporting, support metrics, and operational tools
• Provide on-site support for installations, aircraft-on-ground (AOG) events, training programs, customer engagements, and trade show activities
• Identify opportunities to improve product support processes, documentation, training programs, and operational efficiency

What You’ll Bring

• Bachelor’s Degree in Engineering, Aviation Technology, Electronics, Computer Science, or a related technical field, or equivalent practical experience
• 5-7 years of experience in product support, technical support, systems integration, avionics, aerospace, or a related technical discipline
• Demonstrated experience troubleshooting complex technical systems and performing root cause analysis
• Experience supporting hardware, software, networking, or integrated technology platforms in a customer-facing environment
• Experience collaborating effectively with engineering, development, support teams, customers, and external partners
• Ability to support product lifecycle activities, testing initiatives, issue resolution efforts, and continuous improvement programs

Even Better If You Have

You 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:

• Experience with airborne connectivity, avionics, satellite communications, networking, or related aerospace technologies
• Exposure to OEM and MRO environments, aircraft integration processes, and cabin network architecture
• Knowledge of product support best practices, systems integration methodologies, and technical service operations
• Experience with User Acceptance Testing (UAT), validation activities, and product release processes
• Familiarity with KPI reporting, support analytics, and internal support tool development
• Experience delivering technical training for customers, partners, or internal teams
• Demonstrated success supporting continuous improvement initiatives and driving operational excellence
• Relevant certifications or advanced education in engineering, networking, aerospace technologies, or related technical fields
• Ability to manage multiple priorities, technical escalations, and competing deadlines in a fast-paced setting
• Strong analytical, problem-solving, and decision-making skills
• Attention to detail and a commitment to delivering high-quality customer and operational support
• Strong written and verbal communication skills, including the ability to develop technical documentation and training materials

Why 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.

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.

Connect with us at www.gogoair.com

Join our talented, motivated, and diverse group of professionals who welcome extraordinary challenges and are creating the finest inflight connectivity and entertainment experiences in the sky.

To learn more, visit www.gogoair.com/careers