Technical Support Agent (Video)

Eagle Eye Networks; Bengaluru; On-site; INR 350,000 - 650,000; Full time

Job summary

Eagle Eye Networks is seeking a Technical Support Agent to be the primary escalation point for our certified dealer network. You will act as a virtual consultant, guiding on-site technicians through complex hardware, low-voltage and cloud connectivity challenges.

We expect a master troubleshooter who can visualize wiring diagrams over chat, own issues end-to-end, and collaborate with Product and Engineering to improve our Brivo IoT/SaaS ecosystem based on real-world data.

Qualifications

• 2+ years in a technical helpdesk or customer support role.
• Linux knowledge and troubleshooting skills; shell scripting is a plus.
• Networking knowledge: TCP/IP, DHCP; CCNA/Network+ is a major plus.
• Exceptional written English for chat communication.

Responsibilities

• Handle high-volume queues with precision and speed in emails and chats.
• Own issues from receipt to resolution, driving to a successful deployment or fix.
• Collaborate with Product and Engineering to relay dealer feedback and improve the system.
• Document interactions in Zoho Desk and track bugs or feature requests in Jira.
• Communicate proactively about trends or updates to the dealer community.
• Work with cross-functional teams to improve Brivo s IoT and SaaS ecosystem.

Skills

Technical support

Linux

Networking

CCNA/Network+ certification

Written English

Education

B.E./B.Sc. in Electronics, Computer Science, or Telecommunications

Diploma/BCA holders 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.