Technical Support Agent (Video)

Uncanny Vision Solutions; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Benefits offered by this job

Access Control experience

CCTV knowledge

Video Management Systems familiarity

IoT device management knowledge

Strong spoken English

Job summary

Brivo is seeking a Technical Support Agent in Bengaluru to act as the primary escalation point for certified dealer technicians, guiding on-site repairs and cloud connectivity. You will troubleshoot hardware and software intersections, and calmly translate complex issues into actionable steps.

You will own cases end-to-end, coordinate with Product and Engineering, and document findings in Zoho Desk while tracking bugs in Jira.

Qualifications

• 2+ years in a technical helpdesk or customer support role.
• Solid Linux and networking knowledge, TCP/IP troubleshooting.
• CCNA or CompTIA Network+ certification is a major plus.

Responsibilities

• Serve as the primary escalation point for Brivo's dealer network.
• Act as a virtual consultant guiding on-site technicians.
• Collaborate with Product and Engineering to resolve issues.
• Document interactions in Zoho Desk and track bugs in Jira.

Skills

Linux troubleshooting

TCP/IP networking

Written English

Ownership mindset

Adaptability

Customer support experience

Education

B.E./B.Sc. Electronics/CS/Telecommunications

Diploma/BCA with significant experience

Tools

Zoho Desk

Jira

Job description

Technical Mastery

Education: B.E./B.Sc. in Electronics, Computer Science, or Telecommunications (Diploma/BCA holders with significant experience encouraged to apply).

• Experience: 2+ years in a technical helpdesk or customer support role.
• Linux: Practical knowledge of Linux and Linux troubleshooting. Shell scripting is a Plus.
• Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting. CCNA or CompTIA Network+ certifications are a major plus.

Communication & Soft Skills

• Clarity: Exceptional written English. You can explain a complex electrical ground loop issue simply and professionally via chat.
• Ownership: A "stick-to-it" mindset. You own the problem until the system works as intended.
• Adaptability: Comfortable toggling between high-level cloud software (SaaS) and "boots-on-the-ground" hardware issues.

Bonus Points

• Direct experience with Access Control, CCTV, or Security Surveillance hardware.
• Familiarity with Video Management Systems and IoT device management.
• Spoken/Verbal English proficiency. We occasionally need to call and talk directly with the customer. Strong spoken English puts you in the position to be able to help the team in this regard.

• High-Level Escalation: Solve Brivo Eagle Eye Video issues related to Cameras, VMS, Networks and other Video AI Issues.
• Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.
• Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution. Persist in your efforts to resolve issues - engaging with necessary resources inside and outside your team.
• Intradepartmental Collaboration: Leverage your teamworking skills to pull in resources and/or act as a resource to others within the Support team to drive solutions to complex issues.
• Dealer Advocacy: Act as the voice of our partners. Translate field-level friction into actionable feedback for our Engineering and Product teams.
• Documentation & Knowledge Base: Methodically log interactions in Zoho Desk and utilize Jira to track intricate bugs or feature requests.
• Proactive Communication: Identify emerging technical trends or system-wide updates and communicate them clearly to the dealer community.
• Cross-Functional Collaboration: Partner directly with Product and Engineering to refine Brivo s IoT and SaaS ecosystem based on real-world diagnostic data.

The Role

As a Technical Support Agent, you are the primary escalation point for Brivo s certified dealer network. You arent just answering tickets; you are a virtual consultant helping on-site technicians navigate the intersection of physical security hardware, low-voltage electricity, and cloud connectivity. This role requires a "master-level" troubleshooter who can visualize a wiring diagram over a chat interface and guide a dealer to a successful deployment.