Senior Field Service Engineer, Aviation - Northeast at Gogo

Job description

We will be accepting applications through November 23, 2026 or until filled. --- --- --- Senior Field Support Engineer, Aviation-Northeast Deliver high-quality technical support and help keep aviation customers connected. At Gogo, technical support helps ensure the performance of aviation satellite communications and inflight connectivity systems. Our field service team supports customers and dealers through troubleshooting, training, and continuous improvement. As our Senior Field Support Engineer, you’ll deliver high-quality technical support, troubleshooting, and customer service for aviation satellite communications and inflight connectivity systems. You’ll support post-installation issues, provide onsite and remote technical assistance, train customers and dealers, and work closely with customer support, engineering, sales, and other cross-functional teams to help ensure product performance, customer satisfaction, and continuous improvement. **Candidates must be located or willing to relocate in close proximity to Teterboro Airport for on-wing support multiple days per week at OEM facilities** If you’re a technically skilled professional who enjoys solving complex problems, supporting customers, and working across teams in a fast-paced aviation environment—and you bring strong troubleshooting skills, sound judgment, and a customer-focused mindset—we’d love to meet you. Come on board the Gogo Field Service team! What You’ll Do Provide telephone, remote, and onsite technical support to customers, dealers, and OEMs regarding aviation connectivity systems, services, and network performance Troubleshoot complex technical issues involving connectivity, network performance, system installations, and aircraft compatibility Partner with customer support, engineering, sales, and other cross-functional teams to resolve escalated issues and improve service outcomes Conduct training for customers and dealers on system usage, hardware operation, service compatibility, and entry-into-service support Document root cause findings, support testing and validation activities, and contribute to process and product support improvements Maintain accurate case records, technical documentation, and issue traceability in accordance with established standards Travel as needed to provide on-site support, customer demonstrations, and technical expertise at OEM facilities, customer locations, and industry events. What You’ll Bring Bachelor's degree in Electrical Engineering, Avionics, Aviation, or a related technical field, or an equivalent combination of education, relevant experience, and/or military technical training 5+ years of experience in the aviation industry Deep understanding of networking, inflight connectivity, and satellite communication systems, including L-Band, Ku/Ka-band, VSAT, and Inmarsat/Iridium technologies Hands-on experience with IP-based systems, including routers, switches, and telephony networks Thorough knowledge of VHF communication systems and data transmission over VHF mediums Familiarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systems Ability to read and interpret installation manuals, wiring diagrams, and technical schematics Excellent customer service and communication skills, with the ability to manage multiple inquiries, priorities, and customer-facing training responsibilities Aptitude for maintaining confidentiality and handling sensitive customer information with discretion Ability to travel domestically and internationally (up to 50%) to provide on-site technical support and training This is a safety-sensitive position. Position is subject to a pre-employment drug test and subsequent random drug testing 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: 4+ years of product support experience in satcom, aviation connectivity, telecommunications, internet services, or a rel