We will be accepting applications through March 22, 2025 or until filled.

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The Gogo Field Support Engineer (FSE) – Northeast Region, New Jersey provides high-quality and timely technical customer support for both internal and external customers. This role is responsible for post-installation troubleshooting, onsite and remote technical assistance, training, and customer education related to aviation satellite communications and inflight connectivity systems.

The FSE works closely with Sales, OEM/Dealer Account Managers, and other cross-functional teams to ensure customer satisfaction, product sustainment, and continuous improvement in service and technical support. This position requires a high degree of technical aptitude, strong problem-solving skills, and a customer-focused mindset in a dynamic aviation environment.

COME ON BOARD THE GOGO FIELD SERVICE ENGINEERING TEAM!

How will you make a difference?

Provide telephone and onsite technical support to customers, dealers, and OEMs regarding Gogo Business Aviation and Satcom Direct systems, services, and network performanceTroubleshoot complex technical issues related to connectivity, network performance, system installations, and aircraft compatibilityCollaborate with Customer Support, Aircraft Application Engineers, and Technical Support teams to resolve escalated cases efficientlyConduct Entry into Service (EIS) training for customers and dealers on system usage, hardware operations, and service compatibilitySupport regression testing, verification of software/hardware fixes, and contribute to process improvement initiativesPerform root cause investigations, document findings, and provide recommendations to enhance product supportAssist with reviewing and preparing technical documentation, including user manuals and installation guidesAdhere to case management standards for data collection, traceability, and issue resolutionRepresent the company at trade shows, workshops, and customer meetings to promote products and servicesWork closely with the Sales team to conduct customer demonstrations and provide technical expertise during client engagementsMaintain knowledge of regulatory changes affecting aviation connectivity systems and installationsComply with safety-sensitive job requirements, including random drug testing

Qualifications

Bachelor’s Degree in Electrical Engineering, Avionics, Aviation, a related technical field, or equivalent military technical training5-7 years of experience in the aviation industry4+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet servicesMust have or be able to obtain AeroIT Certification within 90 days of hireTravel domestically and internationally (up to 50%) to provide on-site technical support and trainingMust be located or willing to relocate a commutable distance to the Teterboro airport in New JerseyFlexibility to travel on short notice and work extended hours when needed

Required Skills, Talents & Experience

Strong understanding of networking, inflight connectivity, and satellite communication systems (L-Band, Ku/Ka-band, VSAT, Inmarsat/Iridium)Experience with IP-based systems, including routers, switches, and telephony networkKnowledge of VHF communication systems and data transmission over VHF mediumsFamiliarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systemsAbility to read and interpret installation manuals, wiring diagrams, and technical schematicsExcellent customer service skills with the ability to manage multiple inquiries and priorities

Preferred Skills, Talents & Experience

FAA Airframe & Powerplant (A&P) certification or EASA Aircraft Maintenance LicenseCisco CCNA or Network+ certificationExperience with satellite-based connectivity solutions and troubleshootingExperience using RF and network diagnostic equipmentProficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software (Salesforce preferred)Ability to work independently, unsupervised, and in remote locationsAbility to maintain confidentiality and handle sensitive customer informationStrong problem-solving, analytical, and decision-making skills

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:

94,400.00 - 118,000.00 USD Annual

Target Annual Short-Term Incentive:

Bonus Plan at 10% (% 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.

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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).