Technical Support Representative
Company: Brivo
Location: Bethesda
Posted on: February 16, 2026
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Job Description:
Job Description Job Description Summary The Technical Support
Representative 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
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 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, Bangalore, London, 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 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. Powered by JazzHR 9MjaiS5U8l
Keywords: Brivo, Centreville , Technical Support Representative, Engineering , Bethesda, Virginia
