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 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 installations

Qualifications

Bachelor’s Degree in Electrical Engineering, Avionics, Aviation, a related technical field, OR equivalent military technical training5+ years of experience in the aviation industry4+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet servicesAbility to travel domestically and internationally (up to 50%) to provide on-site technical support and trainingMust 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 networksKnowledge 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 schematicsProficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software (Salesforce preferred)

Preferred Skills, Talents & Experience

EASA B2 Aircraft Maintenance LicenseCisco CCNA or Network+ certificationAeroIT Certification (must obtain within 90 days of hire)Experience with satellite-based connectivity solutions and troubleshootingExperience using RF and network diagnostic equipmentPrevious experience in a field service role supporting aviation connectivity solutionsStrong problem-solving, analytical, and decision-making skillsExcellent customer service skills with the ability to manage multiple inquiries and prioritiesAbility to work independently, unsupervised, and in remote locationsAbility 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.