Technical Support Agent

Brivo, Inc.; Bethesda (MD); On-site; USD 51,577,000 - 60,174,000; Full time

Job summary

Brivo, Inc. is seeking a Technical Support Agent (Access) for our Bethesda location.

This full-time role provides high-volume technical support for Brivo Access, handling first-installation setup and coordinating with other teams to resolve issues in a dynamic, customer-focused environment. The position requires multi-channel support (chat, phone, email), collaboration with Inside Sales and Sales Engineering, and ongoing evaluation of new technologies.

Qualifications

• Fluent English communication; other languages a plus (Dutch advantageous).
• Familiarity with Physical Access Control Systems.
• Understanding of electronics and low-voltage wiring.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues clearly to both technical and non-technical users.
• Strong analytical and problem-solving abilities.
• Intermediate networking knowledge.
• Intermediate Linux knowledge.
• Experience with phone/tech support is a plus.

Responsibilities

• Accepting support requests from chat, phone, and email.
• Manage multiple cases using Zoho Desk ticketing system.
• Provide support to Inside Sales and Sales Engineering Teams.
• Test and evaluate new technologies.
• Perform other related duties as assigned.

Skills

English fluency

Physical Access Control

Electronics & wiring

Customer service

Phone etiquette

Explain technical issues

Analytical skills

Networking (intermediate)

Linux (intermediate)

Phone support experience

Job description

Technical Support Agent

Department: Technical Support

Employment Type: Full Time

Location: Bethesda

Reporting To: Technical Support Manager

Compensation: $18.00 - $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 position is based at our Amsterdam office. The available shifts are Monday through Friday. This position requires employees to be in the Amsterdam office five days a week.

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 (Access) 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.

Key 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
• Performing other related duties as assigned

Skills, Knowledge & Expertise

• English fluency, strong verbal and written communication skills. Dutch is an advantage (other languages are a plus).
• Familiarity with Physical Access Control Systems
• Understanding of electronics and low-voltage wiring
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and non-technical employees and customers
• Strong analytical and problem-solving skills
• Intermediate knowledge of networking
• Intermediate knowledge of Linux
• Experience with phone support / technical support is an advantage

Why Work For Us?

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 a Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.

Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.