Department: Technical Support
Location: Bangalore

Description

TheRole

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 Brivo Eagle Eye Video issues related to Cameras, VMS, Networks and other Video AI Issues.
Agile Queue Management: Thrive in a high-volume setting, 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 Zoho Desk 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 & Expertise

Technical Mastery

Education: B.E./B.Sc. in Electronics, Computer Science, or Telecommunications (Diploma/BCA hold

📌 Technical Support Agent (Bengaluru)
🏢 Eagle Eye Networks
📍 Bengaluru