Technical Support Agent (Access)

Brivo, Inc.; Bethesda (MD); On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Medical, vision & dental plans

401k with company match

Paid Time Off

Job summary

Brivo, Inc. is seeking a Technical Support Agent (Access) to handle high-volume support requests from chat, phone, and email at our Bethesda office. The role reports to the Technical Support department and offers a Monday–Friday schedule with potential overtime.

Base compensation is $19.00 per hour. Responsibilities include triaging issues, collaborating with Inside Sales and Sales Engineering teams, testing new technologies, and developing camera support files.

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

Phone etiquette

Technical explanation

Analytical/problem solving

Hardware/Software familiarity

Networking basics

Linux basics

Experience (2+ years)

Job description

Technical Support Agent (Access)

Department: Technical Support

Employment Type: Full Time

Location: Bethesda

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 Bethesda Maryland office. 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.