Technical Support Representative

Brivo•Bethesda, MD

33d•$24 - $27•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Formal technical certifications or training (IT, Electronic Security, or Networking).
CEU-qualified certifications in electronic security are a plus.
CSEIP certification is highly valuable.

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.

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