Technical Support Agent

Technical Support Agent

Department: Technical Support

Employment Type: Full Time

Location: Austin

Reporting To: Cody Wickham


Compensation: $18.00 - $21.00 / hour

Description

This is a high-volume, call-center-based role that demands a foundational understanding of electronics, networking, and a passion for solving problems. This position is based at our Amsterdam office. The available shifts are Monday through Friday. This position requires employees to be in the Amsterdam office five days a week.

This is an impactful role where you will contribute to the technical direction of the iOS platform. While our team is global, we are prioritizing candidates located in the DMV area (DC, Maryland, Virginia) or Austin, Texas, to facilitate high-bandwidth collaboration.

You will be joining an award winning, inclusive, and diverse team focused on enhancing each other's growth and knowledge in a supportive and open environment where creativity is encouraged and ideas are welcomed. As a Technical Support Agent (Access) you will be responsible for providing an outstanding technical support experience to our channel partners and customers on Brivo Access. Your daily activities will range from helping customers with their first installation to coordinating and collaborating on support cases with other teams within the organization.

Responsibilities

• Accepting support requests from several channels (chat, phone, email)
• Effective management of multiple cases using the Zoho Desk ticketing system
• Providing support to the Inside Sales and Sales Engineering Teams
• Testing and evaluating new technologies
• Developing camera support files
• Performing other related duties as assigned

Required experience

• English fluency, strong verbal and written communication skills. Dutch is an advantage (other languages are a plus).
• Familiarity with Physical Access Control Systems
• Understanding of electronics and low-voltage wiring
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and non-technical employees and customers
• Strong analytical and problem-solving skills
• Intermediate knowledge of networking
• Intermediate knowledge of Linux
• Experience with phone support / technical support is an advantage

Why work for us?

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 workspaces-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 accrued Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.