Technical Support Agent (Video)

Brivo; Austin (TX); On-site; USD 54,443,000 - 60,174,000; Full time

Job summary

Brivo, headquartered in Austin, TX, is seeking a high-energy call-center-based IT support specialist to join our Austin-based team. The role requires foundational knowledge of electronics, networking and a passion for solving problems hands-on.

Shifts areMonday–Friday with occasional overtime on Saturdays and holidays. You will handle requests across chat, phone, and email, manage cases in Zoho Desk, and support Inside Sales and Sales Engineering.

Qualifications

• Foundational understanding of electronics and networking.
• Minimum two years of relevant experience.
• Excellent verbal and written communication and customer service skills.
• Ability to explain technical issues to both technical and non-technical colleagues.
• Proficient with or quickly learn hardware and software used for support.

Responsibilities

• Handle support requests via chat, phone, and email.
• Manage multiple cases with Zoho Desk ticketing system.
• Support Inside Sales and Sales Engineering teams.
• Test and evaluate new technologies.
• Develop camera support files.
• Perform other duties as assigned.

Skills

Verbal and written communication

Customer service

Telephone manner

Explain technical issues clearly

Analytical and problem-solving

Hardware and software learning agility

Networking (intermediate)

Linux (intermediate)

Two years relevant experience

Job description

Location: Austin

Compensation: $19.00 - $21.00 / hour

Description

Overview

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. This position is based at our Austin, TX headquarters. The available shifts are Monday through Friday 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 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

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 an accrued 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.