Technical Support Agent (Access)

Brivo, Inc.; Austin (TX); On-site; USD 21,593 - 30,754; Full time

Job summary

Brivo is seeking a Technical Support Agent (Access) in Austin, TX. This is a high-volume, call-center-based role requiring a foundation in electronics and networking, with shifts Monday–Friday 8:00 am–5:00 pm CST and occasional overtime.

The position is based at our Austin headquarters. You will handle requests from multiple channels, use Zoho Desk, and support Inside Sales and Sales Engineering teams while testing new technologies and developing camera support files.

Qualifications

• Two years of relevant experience in a technical support or call-center role.
• Foundational understanding of electronics and networking.
• Ability to explain technical issues to technical and nontechnical users.
• Strong analytical and problem-solving skills.
• Professional and pleasant telephone manner.

Responsibilities

• Accept support requests from chat, phone, and email.
• Effectively manage multiple cases using Zoho Desk.
• Provide support to Inside Sales and Sales Engineering Teams.
• Test and evaluate new technologies.
• Develop camera support files.
• Perform other related duties as assigned.

Skills

Verbal communication

Written communication

Customer service

Technical explanation

Networking basics

Linux basics

Problem solving

Multi-tasking

Tools

Zoho Desk

Job description

Technical Support Agent (Access)

Department: Technical Support

Employment Type: Full Time

Location: Austin

Reporting To: Vincent Maye

Compensation: $19.00 / 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 hands-on, even when remote. This position is based at our Austin, Texas headquarters. The available shifts are Monday through Friday from 8:00 am - 5:00 pm CST with the opportunity for occasional overtime on Saturdays and Holidays.

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
• Developing camera support files
• Performing other related duties as assigned

Skills, Knowledge & Expertise

• 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

Job Benefits

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