Technical Support Specialist

USA-GBA Gogo Business Aviation LLC; Melbourne (FL); On-site; USD 29,000 - 36,000; Full time

Benefits offered by this job

Medical, dental and vision

401k plan with immediate vesting

Paid time off

Job summary

Gogo Business Aviation LLC is seeking a Technical Support Specialist (Activations Specialist) to provision aircraft connectivity equipment and services with meticulous accuracy. You will work with Dealer, OEM, and customer requests, coordinate with Sales, Support, Engineering, and Accounting, and participate in after-hours support and testing activities.

AeroCNCT/AeroIT certifications are required. The role emphasizes precise activation workflows for cockpit and cabin systems, including safety,

Qualifications

• 2–5 years of customer and product support in a high-tech, fast-paced environment.
• Bachelor’s Degree in Business or Finance, or equivalent in a related technical field.

Responsibilities

• Respond to department calls and route inquiries as needed
• Manage dealer, OEM and customer email requests and generate activation cases
• Review activation queues and perform provisioning tasks with precision
• Evaluate customer agreements for accuracy and compatibility with service requirements
• Maintain knowledge of activation procedures and troubleshooting workflows
• Coordinate with internal teams and external partners to provision aircraft connectivity services
• Support configuration changes, service modifications, and deactivations
• Collaborate with Sales, Support, Accounting and Engineering to meet requirements
• Assist with special projects and user acceptance testing
• Participate in after-hours on-call rotation
• Obtain AeroCNCT and AeroIT certifications

Skills

Microsoft Office

Salesforce/ERP

Customer support

Problem solving

Communication skills

Attention to detail

Education

Bachelor’s Degree in Business or Finance

Tools

ERP software

Internal databases

Job description

We will be accepting applications through November 12, 2026 or until filled.

The Technical Support Specialist (Activations Specialist) is responsible for the precise and efficient provisioning of equipment and connectivity services for business aviation and global government customers. This role demands exceptional attention to detail to ensure all activation tasks are completed accurately and on time, based on each aircraft’s unique configuration. The Activations Specialist plays a key part in enabling critical cockpit and cabin capabilities, including safety systems, voice communication, and data connectivity services.

Are you a customer‑focused professional with strong attention to detail and a genuine interest in the aviation industry? Do you thrive in a collaborative environment and bring a naturally curious, self‑motivated approach to your work?

COME ON BOARD THE GOGO ACTIVATIONS TEAM!

How will you make a difference? Respond to incoming departmental calls, providing direct assistance or routing inquiries to the appropriate teams Manage Dealer, OEM and customer email requests and accurately generate service activation cases Proactively review activation queues and execute required provisioning tasks with precision Evaluate customer service agreements and proposals to ensure accuracy, technical compatibility, and compliance with service requirements Maintain comprehensive knowledge of Activations procedures including urgent and complex workflows requiring advanced problem‑solving across multiple work item types Sustain a strong working knowledge of all internal databases, applications, and business tools, including new features and system enhancements Coordinate with internal teams and external partners to provision aircraft connectivity services—including DirecTV, Eutelsat, Iridium, SES, SiriusXM, SITA, ViaSat, etc. — using a variety of internal and third‑party systems Support customers with configuration changes, service modifications, and deactivation requests, ensuring a seamless service experience Collaborate closely with Sales, Support, Accounting, and Engineering to fulfill customer requirements and maintain alignment across departments Partner with Support teams during activations and service modifications to assist with testing, validation, and troubleshooting activities Assist with special projects assigned by the Activations Manager or other Gogo senior leadership, including user acceptance testing for critical software releases and internal tool deployments Participate in the on‑call rotation schedule to provide after‑hours support as needed Obtain and maintain AeroCNCT and AeroIT certifications.

Qualifications

Bachelor’s Degree in Business or Finance, or equivalent experience in a related technical field 2-5 years of customer and product support experience in a high-tech, fast-paced environment

Required Skills, Talents, & Experience

• Proficient in the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
• Experience with Salesforce or Enterprise Resource Planning (ERP) tools is required
• Skilled in correlating work items across bundled services and product offerings
• Leverages deep knowledge of interconnected business tools and processes to resolve complex issues
• Excellent customer service skills, including active listening and clear verbal and written communication
• Analytical abilities to interpret and communicate complex situations to customers effectively
• Self‑motivated and independent, with a proactive approach to monitoring, improving, and collaborating across internal and cross‑functional teams

Preferred Skills, Talents, & Experience

• Knowledge of business aviation operations, including flight deck and cabin hardware and associated services
• Preferred background includes technical understanding of avionic systems or networking
• Familiarity with Eutelsat, Iridium, and ViaSat services is desirable
• Aviation, networking, or telecommunications industry experience is preferred
• Strong systemic and critical thinking skills used to research and develop solutions for time‑sensitive issues
• Dependable, cooperative, and thorough when collaborating within team environments
• Demonstrated ability to exercise diplomacy and maintain strict confidentiality
• Strong multitasking capabilities with the ability to manage competing priorities effectively
• Exceptionally organized, with a strong attention to detail and a proven record of accuracy and follow‑through
• Maintains a professional demeanor with strong prioritization and time‑management abilities

Equal Pay Disclosure(s)

Base Pay: 20.80 - 26.00 USD

Hourly Target Annual Short-Term Incentive: Bonus Plan at 5% (% 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 Affinity 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