Technical Support Agent (Access)

Brivo; Bethesda (MD); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Great Place to Work Certified

Medical, Vision & Dental plans

401k with company match

Paid Time Off (PTO)

Job summary

Brivo seeks a high-volume support specialist based in Bethesda, MD, to handle requests across chat, phone, and email. You will use Zoho Desk to manage cases, assist sales teams, and test new technologies, with a focus on clear communication and problem solving.

The role requires electronics/networking knowledge, 2+ years experience, and the ability to explain complex issues to diverse users. Onsite shifts Mon-Fri 8-5 CST with some overtime.

Qualifications

• Minimum two years of relevant experience.
• Excellent written and spoken communication abilities.
• Ability to explain tech issues to tech and nontech users.
• Proficient with hardware and software and quick to learn new tools.

Responsibilities

• Accept support requests via chat, phone, and email.
• Manage multiple cases using Zoho Desk.
• Support Inside Sales and Sales Engineering teams.
• Test and evaluate new technologies.
• Develop camera support files and related tasks.

Skills

Excellent verbal and written comms

Customer service skills

Telephone manner

Explain technical issues clearly

Analytical and problem solving

Hardware/software familiarity

Networking (intermediate)

Linux (intermediate)

2+ years relevant experience

Zoho Desk proficiency

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 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.

Location

Bethesda

Compensation

$19.00 / hour

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

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 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), we have created a system of intelligence that protects over 600 million square feet across 90+ countries. Every door, camera, and credential in our ecosystem acts as a real-time sensor, leveraging AI to prevent incidents, improve operations, and enable entirely new workflows across sectors, including commercial real estate, retail, healthcare, education, and critical infrastructure.

With a global footprint spanning headquarters in Bethesda, Maryland, and Austin, Texas, and international offices in Amsterdam, London, Bangalore, and Tokyo, we are leveraging our open APIs and cyber-secure cloud infrastructure to reshape the future of physical security. Join us as we build the world’s most robust platform for video intelligence and smart space automation. Learn more at www.brivo.com.

Brivo is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. If you require reasonable accommodations during the application or interview process, please inform us.