Field Support Engineer, Aviation – Southeast Position Available In Brevard, Florida

Field Support Engineer, Aviation

• Southeast Field Support Engineer, Aviation
• Southeast
  locations
  Melbourne, FL United States
  time type
  Full time
  posted on
  Posted 2 Days Ago
  job requisition id
  R3923
• The Gogo Field Support Engineer (FSE)
• Southeast 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 and Satcom Direct systems, services, and network performance
Troubleshoot complex technical issues related to connectivity, network performance, system installations, and aircraft compatibility
Collaborate with Customer Support, Aircraft Application Engineers, and Technical Support teams to resolve escalated cases efficiently
Conduct Entry into Service (EIS) training for customers and dealers on system usage, hardware operations, and service compatibility
Support regression testing, verification of software/hardware fixes, and contribute to process improvement initiatives
Perform root cause investigations, document findings, and provide recommendations to enhance product support
Assist with reviewing and preparing technical documentation, including user manuals and installation guides
Adhere to case management standards for data collection, traceability, and issue resolution
Represent the company at trade shows, workshops, and customer meetings to promote products and services
Work closely with the Sales team to conduct customer demonstrations and provide technical expertise during client engagements
Maintain knowledge of regulatory changes affecting aviation connectivity systems and installations
Qualifications
Bachelor’s Degree in Electrical Engineering, Avionics, Aviation, a related technical field, OR equivalent military technical training
5+ years of experience in the aviation industry
4+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet services
Ability to travel domestically and internationally (up to 50%) to provide on-site technical support and training
Must be located a commutable distance from a major airport in Florida, preferably near Melbourne, FL This is a safety sensitive role that is subject to random drug testing
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 networks
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
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software (Salesforce preferred)
Preferred Skills, Talents & Experience
FAA Airframe & Powerplant (A&P) certification or EASA Aircraft Maintenance License
Cisco CCNA or Network+ certification
AeroIT Certification (must obtain within 90 days of hire)
Experience with satellite-based connectivity solutions and troubleshooting
Experience using RF and network diagnostic equipment
Previous experience in a field service role supporting aviation connectivity solutions
Strong problem-solving, analytical, and decision-making skills
Excellent customer service skills with the ability to manage multiple inquiries and priorities
Ability to work independently, unsupervised, and in remote locations
Ability to maintain confidentiality and handle sensitive customer information
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:

92,000.00

• 115,000.

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.