Technical Support Specialist

Gogo Business Aviation • Broomfield, FL

20d

About The Position

The Technical Support Specialist, also known as an Activations Specialist, is responsible for accurately and efficiently provisioning equipment and connectivity services for business aviation and global government customers. The role ensures activation work is completed on time and in accordance with each aircraft’s configuration, enabling cockpit and cabin capabilities such as safety systems, voice communications, and data connectivity.

The position handles incoming calls and email requests, generates activation cases, monitors work queues, reviews service agreements and proposals, and coordinates provisioning with internal teams and external service partners. It also supports service changes, deactivations, testing, validation, and troubleshooting; contributes to projects and software or tool testing; participates in an on-call rotation; and maintains AeroCNCT and AeroIT certifications. Applications will be accepted through November 12, 2026, or until the position is filled.

Requirements

• Bachelor’s degree in Business or Finance, or equivalent experience in a related technical field.
• 2–5 years of customer and product support experience in a high-tech, fast-paced environment.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Experience with Salesforce or Enterprise Resource Planning (ERP) tools.
• Skill in correlating work items across bundled services and product offerings.
• Ability to use knowledge of interconnected business tools and processes to resolve complex issues.
• Excellent customer service skills, including active listening and clear verbal and written communication.
• Analytical ability to interpret complex situations and communicate them effectively to customers.
• Self-motivated and able to work independently, with a proactive approach to monitoring, improving, and collaborating across internal and cross-functional teams.

Nice To Haves

• Knowledge of business aviation operations, including flight deck and cabin hardware and associated services.
• Technical understanding of avionics systems or networking.
• Familiarity with Eutelsat, Iridium, and ViaSat services.
• Aviation, networking, or telecommunications industry experience.
• Strong systemic and critical-thinking skills for researching and developing solutions to time-sensitive issues.
• Dependable, cooperative, and thorough collaboration within team environments.
• Ability to exercise diplomacy and maintain strict confidentiality.
• Strong multitasking skills and ability to manage competing priorities.
• Exceptional organization, attention to detail, accuracy, and follow-through.
• Professional demeanor with strong prioritization and time-management abilities.

Responsibilities

• Respond to incoming departmental calls by providing direct assistance or routing inquiries to the appropriate teams.
• Manage Dealer, OEM, and customer email requests and accurately generate service activation cases.
• Review activation queues and complete required provisioning tasks accurately.
• Evaluate customer service agreements and proposals for accuracy, technical compatibility, and compliance with service requirements.
• Maintain knowledge of activation procedures, including urgent and complex workflows requiring advanced problem-solving across multiple work-item types.
• Maintain working knowledge of internal databases, applications, business tools, new features, and system enhancements.
• Coordinate with internal teams and external partners to provision aircraft connectivity services, including DirecTV, Eutelsat, Iridium, SES, SiriusXM, SITA, and ViaSat, using internal and third-party systems.
• Support configuration changes, service modifications, and deactivation requests.
• Collaborate with Sales, Support, Accounting, and Engineering to fulfill customer requirements and maintain cross-departmental alignment.
• Partner with Support teams during activations and service modifications to assist with testing, validation, and troubleshooting.
• Assist with special projects assigned by the Activations Manager or Gogo senior leadership, including user acceptance testing for software releases and internal tool deployments.
• Participate in the on-call rotation to provide after-hours support as needed.
• Obtain and maintain AeroCNCT and AeroIT certifications.

Benefits

• Medical, dental, and vision coverage with plan options.
• Immediate-vesting 401(k) plan.
• Paid time off.
• Volunteer time off.
• Option to participate in an Employee Stock Purchase Plan.
• Target annual short-term incentive bonus plan at 5% of annualized base pay.
• Eligibility for the incentive stock program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level