Technical Support Specialist

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

Benefits offered by this job

Medical, dental, vision coverage

401k with immediate vesting

Paid time off

Volunteer time off

Employee stock purchase plan

Job summary

Gogo seeks a Technical Support Specialist (Activations Specialist) in Melbourne, FL to accurately provision aircraft connectivity equipment and services for business aviation and government customers.

You will respond to department requests, review activation queues, coordinate with Sales, Support, Accounting and Engineering, and assist with testing and special projects, including after-hours on-call support. Attention to detail is essential.

Qualifications

• Bachelor’s Degree in Business or Finance, or equivalent technical experience.
• 2–5 years of customer and product support in a high-tech, fast-paced environment.
• Proficient in Microsoft Office and Salesforce/ERP tools; excellent communication.

Responsibilities

• Respond to department calls and route inquiries to the right teams.
• Review activation queues and perform provisioning tasks with precision.
• Coordinate with Sales, Support, Accounting, and Engineering to fulfill customer requirements.
• Assist with special projects and after-hours on-call support.

Skills

Microsoft Office

Salesforce

ERP tools

Customer service

Analytical thinking

Time management

Education

Bachelor’s Degree in Business or Finance

Tools

Salesforce

ERP systems

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 teamsManage Dealer, OEM and customer email requests and accurately generate service activation casesProactively review activation queues and execute required provisioning tasks with precisionEvaluate customer service agreements and proposals to ensure accuracy, technical compatibility, and compliance with service requirementsMaintain comprehensive knowledge of Activations procedures including urgent and complex workflows requiring advanced problem‑solving across multiple work item typesSustain a strong working knowledge of all internal databases, applications, and business tools, including new features and system enhancementsCoordinate 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 systemsSupport customers with configuration changes, service modifications, and deactivation requests, ensuring a seamless service experienceCollaborate closely with Sales, Support, Accounting, and Engineering to fulfill customer requirements and maintain alignment across departmentsPartner with Support teams during activations and service modifications to assist with testing, validation, and troubleshooting activitiesAssist with special projects assigned by the Activations Manager or other Gogo senior leadership, including user acceptance testing for critical software releases and internal tool deploymentsParticipate in the on‑call rotation schedule to provide after‑hours support as neededObtain and maintain AeroCNCT and AeroIT certificationsQualificationsBachelor’s Degree in Business or Finance , or equivalent experience in a related technical field2-5 years of customer and product support experience in a high-tech, fast-paced environmentRequired Skills, Talents, & ExperienceProficient in the Microsoft Office Suite , including Word, Excel, PowerPoint, and OutlookExperience with Salesforce or Enterprise Resource Planning (ERP) tools is requiredSkilled in correlating work items across bundled services and product offeringsLeverages deep knowledge of interconnected business tools and processes to resolve complex issuesExcellent customer service skills, including active listening and clear verbal and written communicationAnalytical abilities to interpret and communicate complex situations to customers effectivelySelf‑motivated and independent, with a proactive approach to monitoring, improving, and collaborating across internal and cross‑functional teamsPreferred Skills, Talents, & ExperienceKnowledge of business aviation operations, including flight deck and cabin hardware and associated servicesPreferred background includes technical understanding of avionic systems or networkingFamiliarity with Eutelsat, Iridium, and ViaSat services is desirableAviation, networking, or telecommunications industry experience is preferredStrong systemic and critical thinking skills used to research and develop solutions for time‑sensitive issuesDependable, cooperative, and thorough when collaborating within team environmentsDemonstrated ability to exercise diplomacy and maintain strict confidentialityStrong multitasking capabilities with the ability to manage competing priorities effectivelyExceptionally organized, with a strong attention to detail and a proven record of accuracy and follow‑throughMaintains a professional demeanor with strong prioritization and time‑management abilitiesEqual Pay Disclosure(s)Base Pay :20.80 - 26.00 USD HourlyTarget Annual Short-Term Incentive :Bonus Plan at 5% (% of Annualized Base Pay)Eligible for Incentive Stock Program :YesBenefits :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 ).