Technical Support Representative

Description

SummaryThe 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 on-site 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

• Accurately record and document all technical interactions and resolutions using Salesforce to maintain a comprehensive knowledge base
• Participate in a high-volume support environment, primarily via the call queue, with rotations supporting dealers via email and chat
• Act as a dedicated advocate for our dealer base, translating their on-site challenges into actionable insights for internal teams
• Utilize Jira for effective escalation of intricate issues to the Engineering and Product teams
• 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
• 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
• Inform customers of critical issues and system updates

Requirements

• Understanding of electronics and low-voltage wiring combined with practical networking principles (TCP/IP)
• Demonstrated creative problem-solving capabilities and a strong sense of ownership over complex technical issues until full resolution
• Formal technical certifications or training (IT, Electronic Security, or Networking)
• Fluency in English is required. Fluency in Spanish and/or French is a significant plus, given our expanding global footprint
• 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)
• Excellent verbal and written communication skills with the ability to maintain clarity and professionalism
• CSEIP certification is highly valuable
• Proven ability to troubleshoot Physical Access Control Systems (PACS), wiring diagrams, and programming; prior installation or maintenance experience is highly preferred
• 3+ years of Tier II technical support experience in a call-center environment, specifically supporting hardware/firmware and associated UI applications
• CEU-qualified certifications in electronic security are a plus
• Ability to thrive in a team environment and passionate about delivering exceptional service

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance