Technical Support Agent

Brivo; Austin (TX); On-site; USD 54,443,000 - 60,174,000; Full time

Benefits offered by this job

Great Place to Work-Certified

401k with company match

Paid Time Off (PTO)

Job summary

Brivo is seeking a Technical Support Agent in Austin to deliver outstanding technical support for Brivo Access. You will handle first-install setup, coordinate with internal teams, and contribute to product direction for the iOS platform in a fast-paced, collaborative environment.

The role emphasizes clear communication, problem solving, and the ability to learn new hardware and software quickly. Onsite role with strong cross-team collaboration and growth opportunities.

Qualifications

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with or the ability to quickly learn an array of hardware and software.
• Intermediate knowledge of networking.
• Intermediate knowledge of Linux.
• Minimum of two years of relevant experience.

Responsibilities

• Accepting support requests from several channels (chat, phone, email).
• Effective management of multiple cases using the Zoho Desk ticketing system.
• Providing support to the Inside Sales and Sales Engineering Teams.
• Testing and evaluating new technologies.
• Developing camera support files.
• Performing other related duties as assigned.

Skills

Communication

Customer service

Telephone etiquette

Troubleshooting

Technical explanation

Analytical thinking

Networking knowledge

Linux knowledge

Learning agility

Tools

Zoho Desk

Job description

Description

This is a high-volume, call-center-based role that demands a foundational understanding of electronics, networking, and a passion for solving problems.This is an impactful role where you will contribute to the technical direction of the iOS platform. While our team is global, we are prioritizing candidates located in the DMV area (DC, Maryland, Virginia) or Austin, Texas, to facilitate high-bandwidth collaboration.

Location: Austin

Compensation: $19.00 - $21.00 / hour

Description

This is a high-volume, call-center-based role that demands a foundational understanding of electronics, networking, and a passion for solving problems.This is an impactful role where you will contribute to the technical direction of the iOS platform. While our team is global, we are prioritizing candidates located in the DMV area (DC, Maryland, Virginia) or Austin, Texas, to facilitate high-bandwidth collaboration.

You will be joining an award winning, inclusive, and diverse team focused on enhancing each other's growth and knowledge in a supportive and open environment where creativity is encouraged and ideas are welcomed. As a Technical Support Agent you will be responsible for providing an outstanding technical support experience to our channel partners and customers on Brivo Access. Your daily activities will range from helping customers with their first installation to coordinating and collaborating on support cases with other teams within the organization.

Responsibilities

• Accepting support requests from several channels (chat, phone, email)
• Effective management of multiple cases using the Zoho Desk ticketing system
• Providing support to the Inside Sales and Sales Engineering Teams
• Testing and evaluating new technologies
• Developing camera support files
• Performing other related duties as assigned

Required experience

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and nontechnical employees and customers
• Strong analytical and problem-solving skills
• Proficient with or the ability to quickly learn an array of hardware and software
• Intermediate knowledge of networking
• Intermediate knowledge of Linux
• Minimum of two years of relevant experience

Why work for Us?

Brivo is a Great Place to Work-Certified company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

Why Your Work Matters

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

• The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces-ensuring you have everything you need to stay focused while building the future of security.
• Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and accrued Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.

About Brivo

Brivo and Eagle Eye Networks have come together to create a category-defining, cloud-first platform at the intersection of AI and the physical world. Our mission is simple and ambitious: to make physical spaces safer, smarter, and more autonomous—from single-site businesses to global enterprises. As the unified global leaders in cloud-based access control and video surveillance, we provide a comprehensive digital foundation for the built environment. By combining Brivo’s pioneering building access platform with Eagle Eye’s AI-powered video management system (VMS