Technical Product Support Specialist

Gogo; Palm Bay (FL); Hybrid; USD 37,098 - 46,370; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Immediate vesting 401k plan

Paid time off & volunteer time off

Employee Stock Purchase Plan

Job summary

Gogo is seeking a Technical Support Specialist in Florida to address customer inquiries, troubleshoot hardware, software, and networks across satellite, ground, and telephony systems. This role supports OEMs and customers with avionics configurations and training, including VHF, ATG, Inmarsat, Iridium, and ViaSat services.

You will collaborate with product teams, assist in QA, and help maintain network health across international environments.

Qualifications

• Bachelor’s Degree in STEM or equivalent work experience.
• 1–2 years in customer or technical support.
• Shift availability: Mon–Fri 8:00–17:00, potential 14:00–24:00 after training.
• Some off-hours and weekend availability.

Responsibilities

• Provide remote and onsite technical support to OEMs and customers for avionics configurations and troubleshooting.
• Give technical guidance on all Gogo products and services, including flight deck and cabin communications systems (VHF, ATG, Inmarsat, Iridium, ViaSat).
• Support OEMs and customers in avionics training, satellite connectivity networks, and equipment compatibility.
• Work with satellite operators to document and resolve issues, identify trends, and monitor network health.
• Assist in development and testing of Gogo products by performing QA activities and working with product managers.
• Participate in planning and design discussions with product managers and developers.
• Build and test configurations for hardware products in the test lab.

Skills

IP routers

Satellite networks

Air-to-ground

Aviation industry

Customer service

Time management

Interpersonal skills

Decision making

International experience

Education

Bachelor’s Degree in STEM

Tools

CRM systems

Microsoft Office

Job description

We will be accepting applications through August 24, 2026 or until filled.

The Gogo Technical Support Specialist serves as a member of the Technical Support team to address customer inquiries, resolve issues, and handle escalations when necessary. You will perform troubleshooting on a variety of networks including satellite, ground-based, and telephony networks while maintaining a customer-centric approach to ensure that all customers have a positive experience.

The right candidate can provide comprehensive technical support to customers, addressing hardware, software, and network-related issues promptly and professionally.

COME ON BOARD THE GOGO TECHNICAL SUPPORT TEAM!

How will you make a difference?

• Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting
• Give technical guidance on all Gogo products and services, including flight deck and cabin communications systems (specifically, VHF datalink, ATG, Inmarsat, Iridium and ViaSat data, voice, and internet services)
• Support OEMs and customers in all aspects of avionics training including but not limited to use of satellite connectivity networks, associated hardware, and compatibility of services
• Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor the health of the networks
• Assist in development and testing of Gogo products and services by performing quality assurance activities, such as software regression testing and analysis, and working with product managers and developers to isolate and resolve defects
• Participate in planning and design discussions with product managers and developers
• Build and test configurations for hardware products using Gogo’s test lab

Qualifications

• Bachelor’s Degree in STEM field or equivalent work experience
• 1-2 years in customer support or technical support
• Availabilityfor shift work. Position starts with Monday-Friday, 8 AM-5 PM and will move into a 2 PM-12 AM shift after the training period
• Must be available some off hours and weekend hours

Required Skills, Talents, & Experience

• Experience with IP-based routers and switches such as Cisco
• Knowledge of satellite and air-to-ground networks, such as Iridium, Inmarsat, and Gogo’s ATG
• Business Aviation industry experience: aircraft OEM airframes and knowledge of current equipment utilized for aircraft communications (SATCOM, VHF, DATALINK)
• Outstanding customer service, organizational, and time management skills, and ability to multi-task
• Excellent interpersonal skills and demonstrated ability to troubleshoot and resolve conflicts
• Effective and confident decision making and problem-solving skills, especially under time constraintsExperience working in an international environment with sensitivity towards regional cultural norms

Preferred Skills, Talents, & Experience

• Proficient with general office software and Microsoft Office Suite and CRM, with the ability to adapt to a variety of other software applications, such as customer and vendor support applications
• Excellent oral and written communication skills, including the ability to interact clearly and concisely with internal and external contacts
• Ability to maintain confidentiality
• Multi-lingual skills preferred (English required)
• Motivated self-starter and able to perform independently and in a team 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: 26.93 - 33.66 USD Hourly

Target Annual Short-Term Incentive: Bonus Plan at 5% (% of Annualized Base Pay)

Eligible For Incentive Stock Program: Yes

Benefits

• medical, dental and vision coverage with plans that can fit each employee’s needs.
• immediate vesting 401k plan.
• paid time off and volunteer time off.
• 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 Aff…?

Gogo is an Equal Opportunity and

Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.

Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).

The EEO is the law and is available here.