Technical Support Agent (Access)

Brivo, Inc.; Bethesda (MD); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical, Vision, Dental plans

401k with company match

Unlimited PTO

Job summary

Brivo is seeking a Technical Support Agent (Access) for our Bethesda, MD office. You will troubleshoot basic technical issues related to access control and Brivo’s cloud-enabled products, serving as a customer advocate across phone, chat, and email channels.

As a daytime in-office contributor, you will document interactions, prioritize cases, and collaborate with internal teams to ensure prompt resolutions.

Qualifications

• Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT.
• Strong service orientation with a passion for delivering exceptional customer experiences
• Ability to multitask, work independently, and contribute effectively to a team
• Excellent problem-solving skills and organizational/time management abilities
• Willingness to own issues with urgency of action
• 1+ years of call center experience in a technical setting is a plus
• Industry experience in physical security and access control is a plus
• Team-oriented with integrity, dependability, and adaptability
• Empathetic listener with stress management capabilities
• Excellent written and verbal communication skills with research
• Bilingual fluency in English and Spanish is preferred
• Familiarity with a common Help Desk Ticketing platform is a plus
• Willingness to work occasional Saturdays and/or holidays is preferred
• Background and credit check required and initial training schedule (M-F, 9am-5pm ET)

Responsibilities

• Act as a customer advocate, collaborating with internal teams to resolve issues promptly
• Handle incoming cases, escalating when necessary to ensure timely resolutions
• Respond to customer inquiries via phone, chat, and email, maintaining high efficiency
• Document customer interactions and solutions in our case management system
• Keep customers informed about critical updates and system change
• Performing other duties as assigned

Skills

Electronics

Networking TCP/IP

Cloud tech

SaaS

IoT

Customer service

Multitask

Problem solving

Time management

Ownership/Urgency

Call center experience

Security/Access control

Teamwork

Communication

Bilingual English/Spanish

Help desk ticketing

Weekend/holiday availability

Background/credit check

Tools

Help Desk Ticketing Platform

Job description

Technical Support Agent (Access)

Department: Technical Support

Employment Type: Full Time

Location: Bethesda

Reporting To: Adrien Van Merlin

Compensation: $19.00 / hour

Description

Summary:

As a Representative with our Customer Service team, you will engage with customers to troubleshoot basic technical issues and provide insights on Brivo’s products and services. This is a 100% in office position, in our Bethesda, MD, office. The shift requirement depends on the business need.

Key Responsibilities

Responsibilities:

• Act as a customer advocate, collaborating with internal teams to resolve issues promptly
• Handle incoming cases, escalating when necessary to ensure timely resolutions
• Respond to customer inquiries via phone, chat, and email, maintaining high efficiency
• Document customer interactions and solutions in our case management system
• Keep customers informed about critical updates and system change
• Performing other duties as assigned

Skills, Knowledge & Expertise

Qualifications:

• Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT
• Strong service orientation with a passion for delivering exceptional customer experiences
• Ability to multitask, work independently, and contribute effectively to a team
• Excellent problem-solving skills and organizational/time management abilities
• A strong willingness to commit to Ownership of issues and Urgency of action
• 1+ years of call center experience in a technical setting is a plus
• Industry experience in physical security and access control is a plus
• Team-oriented with integrity, dependability, and adaptability
• Empathetic listener with stress management capabilities
• Excellent written and verbal communication skills with a knack for research
• Bilingual fluency in English and Spanish is preferred
• Familiarity with a common Help Desk Ticketing platform is a plus
• Willingness to work occasional Saturdays and/or holidays is preferred
• Employment offers are contingent upon successfully passing a background and credit check, and the ability to commit to an initial training schedule (M-F, 9 am-5 pm Eastern Time).

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 an unlimited 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.

About Us:

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.