Brivo

Technical Support Representative

Customer Experience - Bethesda, MD - Full Time

Summary
The Technical Support Representative (Tier II) is a mission-critical role at Brivo, serving as the primary technical point of contact for our dealers and reseller partners. Join a fast-growing, dynamic technical support team that operates as expert troubleshooters, focusing primarily on complex, hardware-related issues involving the installation, wiring, and advanced maintenance of our proprietary access control solutions, Brivo Access and Brivo Smart Home.

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, MD headquarters or Lehi, UT office; the available shifts are Monday through Friday from 8:00 am - 4:30 pm EST and 11:30 am to 8:00 pm EST, with the opportunity for occasional overtime on Saturdays and Holidays.

Responsibilities

  • Serve as an escalation point for Tier II hardware/firmware issues, guiding certified dealers through complex, on-site troubleshooting of wiring, terminations, and device programming for access control products.
  • Participate in a high-volume support environment, primarily via the call queue, with rotations supporting dealers via email and chat.
  • Inform customers of critical issues and system updates.
  • Act as a dedicated advocate for our dealer base, translating their on-site challenges into actionable insights for internal teams.
  • Accurately record and document all technical interactions and resolutions using Salesforce to maintain a comprehensive knowledge base.
  • Utilize Jira for effective escalation of intricate issues to the Engineering and Product teams.
  • Collaborate directly with Product and Engineering to communicate specific dealer needs, identifying trends that inform future additions and enhancements to Brivo’s hardware and cloud-based services.

Qualifications

  • 3+ years of Tier II technical support experience in a call-center environment, specifically supporting hardware/firmware and associated UI applications.
  • Understanding of electronics and low-voltage wiring combined with practical networking principles (TCP/IP).
  • Proven ability to troubleshoot Physical Access Control Systems (PACS), wiring diagrams, and programming; prior installation or maintenance experience is highly preferred.
  • Familiarity with cloud-based technologies, SaaS, and IoT devices is a plus, especially in the context of integrating with commercial access and residential property management systems (API knowledge is a bonus).
  • Ability to thrive in a team environment and passionate about delivering exceptional service.
  • Demonstrated creative problem-solving capabilities and a strong sense of ownership over complex technical issues until full resolution.
  • Excellent verbal and written communication skills with the ability to maintain clarity and professionalism.
  • Fluency in English is required. Fluency in Spanish and/or French is a significant plus, given our expanding global footprint.
Certifications (Preferred):
  • Formal technical certifications or training (IT, Electronic Security, or Networking).
  • CEU-qualified certifications in electronic security are a plus.
  • CSEIP certification is highly valuable.
The total compensation package for this full-time position includes an hourly wage range of $24.00/hr. - $27.00/hr. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location. Learn more at www.brivo.com/about/careers.


About Us

Brivo Systems LLC created the cloud-based access control and smart spaces technology category over 20 years ago and remains the global leader serving commercial real estate, multifamily residential, and large distributed enterprises. The company’s comprehensive product ecosystem and open API provide businesses with powerful digital tools to increase security automation, elevate employee and tenant experience, and improve the safety of all people and assets in the built environment. Brivo’s building access platform is now the digital foundation for the world's largest collection of customer facilities, protecting over 600 million square feet across 60+ countries. Brivo is privately held and headquartered in Bethesda, Maryland, USA. Learn more at www.Brivo.com.

Brivo is an Equal Opportunity/Affirmative Action Employer committed to providing an inclusive work environment. If you require reasonable accommodations during the application or interview process, please contact jobs@brivo.com.

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