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 EligibleEligible for Incentive Stock Program:
YesBenefits:
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.
Top Skills
What the Team is Saying
What We Do
Gogo Business Aviation is the world’s leading provider of broadband connectivity services for the business aviation market. We offer a customizable suite of smart cabin systems for highly integrated connectivity, inflight entertainment, and voice solutions – innovations that help people in the air stay fully connected to their work, life and entertainment on the ground.
Gogo created the inflight connectivity revolution, and we continue to be the driving force behind breakthroughs that redefine the inflight experience for business aviation passengers, pilots, and operators, with technologies like our Gogo AVANCE platform, the first 5G network for business aviation, our global broadband solution, and our best-in-class customer service. We do it all: Networks, Systems, Services, and Support.
With a comprehensive product portfolio like this one, Gogo Business Aviation leads the industry in the latest technology and introduces new functionality that has never been created before.
Situated in Broomfield, Colorado, between Denver and Boulder, Gogo Business Aviation is also a world-class company with a working culture to match. At Gogo, our employees are our greatest asset, keeping us innovative and passionate. Our employees contribute to the success of the company while maintaining the flexibility to work towards their own professional and personal goals.
If you are a someone with big ideas that wants to work for an industry-leading aviation technology company, check out our careers website at https://business.gogoair.com/careers/.
Why Work With Us
By working here, you’ll be part of revolutionizing inflight connectivity for the business aviation market alongside top-notch people. Operating as One Team, we are focused on our mission and propelled by our talented group of professionals. Join our team and work on industry-leading projects and make a meaningful impact from day one.
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We offer flexible working opportunities as a method to promote work-life balance and to have a positive impact on our employee’s experience.
