Brivo
Website:
brivo.com
Job details:
Department: Technical Support
Employment Type: Full Time
Location: Bangalore
Description
The Role
As a
Technical Support Agent, you are the primary escalation point for Brivo’s certified dealer network. You aren't just answering tickets; you are a
virtual consultant helping on-site technicians navigate the intersection of physical security hardware, low-voltage electricity, and cloud connectivity. This role requires a "master-level" troubleshooter who can visualize a wiring diagram over a chat interface and guide a dealer to a successful deployment.
Key Responsibilities
- High-Level Escalation: Solve complex hardware and firmware challenges, providing real-time guidance on on-site wiring, terminations, and device programming.
- Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.
- Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution. Persist in your efforts to resolve issues - engaging with necessary resources inside and outside your team.
- Intradepartmental Collaboration: Leverage your teamworking skills to pull in resources and/or act as a resource to others within the Support team to drive solutions to complex issues.
- Dealer Advocacy: Act as the voice of our partners. Translate field-level friction into actionable feedback for our Engineering and Product teams.
- Documentation & Knowledge Base: Methodically log interactions in Salesforce and utilize Jira to track intricate bugs or feature requests.
- Proactive Communication: Identify emerging technical trends or system-wide updates and communicate them clearly to the dealer community.
- Cross-Functional Collaboration: Partner directly with Product and Engineering to refine Brivo’s IoT and SaaS ecosystem based on real-world diagnostic data.
Skills, Knowledge and Expertise
Technical Mastery
- Education: B.E./B.Sc. in Electronics, Electrical, or Telecommunications (Diploma holders with significant experience encouraged to apply).
- Experience: 2+ years in a technical helpdesk or hardware support role.
- The "Toolbox": Solid understanding of electronic components (Relays, Resistors, etc.), low-voltage power principles, and the ability to read circuit diagrams.
- Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting. CCNA or CompTIA Network+ certifications are a major plus.
- Clarity: Exceptional written English. You can explain a complex electrical ground loop issue simply and professionally via chat.
- Ownership: A "stick-to-it" mindset. You own the problem until the dealer’s door locks and unlocks as intended.
- Adaptability: Comfortable toggling between high-level cloud software (SaaS) and "boots-on-the-ground" hardware issues.
Bonus Points
- Direct experience with Access Control, CCTV, or Security Surveillance hardware.
- Familiarity with IoT device management and Cloud-to-Hardware communication protocols.
- Spoken/Verbal English proficiency. We occasionally need to call and talk directly with the customer. Strong spoken English puts you in the position to be able to help the team in this regard.
Click on Apply to know more.