Job Description

The Gogo

Field Support Engineer (FSE) - Europe

provides high-quality and timely technical customer support for both internal and external customers. This role is responsible for pre- and 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 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 at a commutable distance from Farnborough, UK or Basel, Switzerland and be eligible to work and live in these countries

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

EASA B2 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

Additional Information

Base Pay

:


Based on experience and responsibilities.

Target Annual Short-Term Incentive

:


Not Eligible

Eligible for Incentive Stock Program

:


Yes

Benefits

:


Gogo offers competitive benefits that can fit each employee's needs. Visit the Careers page on our website for more information at www.gogoair.com/careers .


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Gogo is committed to equal opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.