Technical Support Agent; Access

Technical Support Agent (Access)

Department: Technical Support

Employment Type: Full Time

Location: Bethesda

Reporting To: Adrien Van Merlin

Compensation: $19.00 / hour

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.

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

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).

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 work spaces—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…