Field Service Engineer, Singapore at Gogo

Job description

Field Support Engineer, Singapore Bring aviation connectivity to life by delivering hands-on technical expertise that keeps aircraft, operators, and passengers connected around the world. At Gogo, we're transforming how people connect in the sky. Our connectivity solutions power communications, productivity, and operational efficiency for business aviation customers worldwide. The Field Support Engineering team plays a critical role in ensuring those solutions perform reliably throughout every stage of the customer journey. As our Field Support Engineer, Singapore , you'll provide expert technical support, troubleshooting, training, and customer education for aviation satellite communications and inflight connectivity systems. You'll work closely with customers, dealers, OEMs, Sales, and cross-functional teams to drive successful deployments, resolve complex technical issues, and deliver exceptional customer experiences. If you're someone who enjoys solving technical challenges, building trusted customer relationships, and thrives in a fast-paced aviation environment, we'd love to meet you. What You'll Do Provide onsite and remote technical support for Gogo Business Aviation and Satcom Direct products, services, and network performance Troubleshoot complex connectivity, network, installation, and aircraft integration issues to ensure reliable customer operations Partner with Customer Support, Technical Support, Aircraft Application Engineering, and other teams to resolve escalated technical cases efficiently Deliver Entry into Service (EIS) training to customers and dealers on system operation, service capabilities, and hardware functionality Support software and hardware verification activities, including regression testing and validation of corrective actions Conduct root cause investigations, document findings, and recommend solutions to improve product performance and customer support outcomes Assist in the development and review of technical documentation, including installation guides, user manuals, and support materials Maintain accurate case management records to ensure traceability, effective issue resolution, and continuous improvement Collaborate with Sales teams to conduct customer demonstrations and provide technical expertise throughout the sales process Identify opportunities to improve support processes, service quality, and customer satisfaction What You'll Bring Bachelor's degree in Electrical Engineering, Avionics, Aviation, a related technical discipline, or equivalent military technical training 5+ years of experience within the aviation industry 4+ years of experience supporting satellite communications, aviation connectivity, telecommunications, internet services, or related technologies including L-Band, Ku/Ka-band, VSAT, Inmarsat, and Iridium technologies Experience working with IP-based networking technologies, including routers, switches, and telephony networks Knowledge of VHF communication systems and data transmission technologies Ability to read and interpret wiring diagrams, installation manuals, technical documentation, and aircraft schematics Strong troubleshooting, analytical, and problem-solving skills with the ability to manage complex technical issues Ability to travel domestically and internationally up to 50% to provide onsite customer support and training Must be located within a commutable distance of Singapore and be authorized to work and reside in the country 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: EASA B2 Aircraft Maintenance License Cisco CCNA, Network+, or similar networking certification Experience using Microsoft Office applications and CRM platforms, preferably Salesforce AeroIT certification or willingness to obtain certification within 90 days of hire Experience supporting satellite-based connectivity solutions and network troubleshooting Experience using RF, satel