Technical Support Specialist

Gogo Business aviation supports business aviation and global government customers with equipment and connectivity activations that have to be executed accurately, on time, and in line with each aircraft’s configuration. As a Technical Support Specialist (Activations Specialist) based in Melbourne, FL (onsite), you will coordinate activation work, handle service activation and change requests, and support troubleshooting and deactivation activities across multiple systems and service types.

The position combines customer support execution with technical workflow management, including queue reviews, case creation, and cross-team coordination to keep activations moving smoothly. You will also participate in after-hours on-call coverage and maintain required certifications to support urgent and complex scenarios.

What you’ll do

• Answer incoming departmental calls by providing direct assistance or routing inquiries to the right teams.
• Manage Dealer, OEM, and customer email requests, including accurately generating service activation cases.
• Review activation queues and complete required provisioning tasks with precision.
• Check customer service agreements and proposals for accuracy, technical compatibility, and compliance with service requirements.
• Maintain deep knowledge of activations procedures, including urgent and complex workflows across multiple work item types.
• Use internal databases, applications, and business tools effectively, including new features and system enhancements.
• Coordinate with internal teams and external partners to provision aircraft connectivity services such as DirecTV, Eutelsat, Iridium, SES, SiriusXM, SITA, ViaSat, and related offerings through internal and third-party systems.
• Support customers with configuration changes, service modifications, and deactivation requests for a seamless service experience.
• Collaborate with Sales, Support, Accounting, and Engineering to align customer requirements across departments.
• Work with Support teams during activations and service modifications to assist with testing, validation, and troubleshooting.
• Support special projects assigned by the Activations Manager or other senior leadership, including user acceptance testing for critical software releases and internal tool deployments.
• Join an on-call rotation to provide after-hours support as needed.
• Obtain and maintain AeroCNCT and AeroIT certifications.

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 the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Experience with Salesforce or an Enterprise Resource Planning (ERP) tool.
• Ability to correlate work items across bundled services and product offerings.
• Strong customer service skills with active listening and clear verbal and written communication.
• Analytical ability to interpret and communicate complex situations to customers.
• Self-motivation and independence, with a proactive approach to monitoring, improving, and collaborating across teams.

Technologies

• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
• Salesforce
• Enterprise Resource Planning (ERP)
• AeroCNCT, AeroIT

Benefits

• Medical, dental, and vision coverage
• Immediate vesting 401(k) plan
• Paid time off
• Volunteer time off
• Option to participate in an Employee Stock Purchase Plan

Salary and incentive details

• Hourly base pay: USD 20.80 - 26.00
• Target annual short-term incentive: Bonus plan at 5% (% of annualized base pay)
• Eligible for incentive stock program: Yes