Job Description
Technical Support Specialist, UKHelp keep aircraft, crews, and passengers connected by delivering expert technical support across the world's leading aviation connectivity networks.At Gogo, we're transforming how people connect in the sky. As connectivity becomes increasingly critical to business aviation, our Technical Support team plays a vital role in ensuring customers receive the expertise and support they need to stay connected wherever they fly.As our Technical Support Specialist, UK , you'll provide technical support and troubleshooting for Gogo's inflight connectivity solutions, supporting customers, OEMs, and partners across a variety of satellite, air-to-ground, and communication networks. You'll work closely with customers, engineering, product, and network partners to resolve issues, improve service reliability, and deliver a best-in-class customer experience.If you're someone who enjoys solving complex technical problems, thrives in a customer-focused environment, and can confidently navigate both technology and relationships, we'd love to meet you.What You'll DoProvide remote and onsite technical support to OEMs and customers for avionics system configurations, troubleshooting, and issue resolutionDeliver technical guidance and support across Gogo's connectivity products and services, including flight deck and cabin communication systemsSupport customers and OEMs in the use of satellite connectivity networks, associated hardware, and service compatibility requirementsPartner with satellite network operators and internal teams to investigate customer issues, identify trends, and drive timely resolutionsMonitor network performance and proactively identify opportunities to improve service reliability and customer experienceAssist with product development and quality assurance activities, including software regression testing, analysis, and defect investigationCollaborate with product managers, engineers, and developers to isolate, troubleshoot, and resolve technical issuesBuild, configure, and test hardware solutions within Gogo's test lab environment to support new products and customer deploymentsWhat You'll BringBachelor's D egree in a STEM discipline or equivalent practical experience1-2 years of experience in technical support, customer support, or a related fieldExperience troubleshooting hardware, software, and network-related issues in a customer-facing environmentKnowledge of IP-based networking technologies, including routers and switches such as CiscoUnderstanding of satellite communications and connectivity networks, including Iridium, Viasat/Inmarsat, air-to-ground technologies, or similar systemsAbility to support customers during occasional off-hours and weekend coverage as requiredMust be located within a commutable distance of Farnborough, UK and be authorized to work and reside in the United KingdomEven Better If You HaveYou don't need to check every box below. If you bring experience in some of these areas, we'd especially like to hear from you:Business aviation industry experience and knowledge of aircraft communications systems, including SATCOM, VHF, and Datalink technologiesFamiliarity with flight deck and cabin connectivity systemsExperience working with international customers, teams, or partners across multiple regionsKnowledge of customer relationship management (CRM) platforms and customer support toolsProficiency with Microsoft Office Suite and other business applicationsMulti-lingual communication skillsExperience supporting telecommunications, aerospace, aviation, or connectivity-related technologiesAbility to work independently while also contributing effectively within a collaborative team environmentStrong analytical, troubleshooting, and problem-solving skills with the ability to make sound decisions under pressureExcellent customer service, communication, organizational, and time management skillsWhy Gogo?At Gogo, we're transforming how people connect in the sky.Our teams build and support technology that powers connectivity aboard business aircraft around the world. That means the work you do here has a destination beyond a screen, spreadsheet, or meeting; it becomes part of an experience happening thousands of feet above the ground.You'll work alongside people who know their craft, challenge ideas, solve difficult problems, and care about building what comes next.Ready to help shape the future of connected aviation? Come aboard.Additional InformationBase Pay :Based on experience and responsibilities.Target Annual Short-Term Incentive :Bonus Plan at 5% (% of Annualized Base Pay)Eligible 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 . -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.