Cody Wickham

Lead a team of technical support specialists at Brivo, handling customer and reseller issues for our SaaS and physical security products. Manage escalations and make sure complex problems are resolved clearly and on time. Track key performance indicators and use them to improve response times and service quality. Partner with Engineering, Product and Customer Success to bring customer issues and feedback into product work. Train and coach support team members, and work with recruiting to hire support agents. 

Brivo’s support team helps customers keep their buildings secure, so the work matters. The team is collaborative, and there’s a clear path to grow. I started as a customer service representative and have moved up through several roles, so I know that good work here is noticed. 

I’m a Technical Support Manager at Brivo, based in the Washington, D.C. and Baltimore area, with more than ten years at the company. I started in 2016 as a Customer Service Representative and moved into a Technical Support Representative role in 2017. I became a Lead Technical Specialist in 2019, a Senior Technical Support Lead in 2022, and took on my current role as Technical Support Manager in February 2026. Working my way up through each level of support gives me a hands-on understanding of what our customers and agents face every day. My focus areas are escalation management, SaaS and physical security. 

Be ready to talk through how you handle a frustrated customer or a difficult technical problem, with a specific example. Please note that clear communication and patience are central to this role, so show how you explain technical issues in plain language. Ask us about our support tiers and tools, because it will give you a good picture of the day-to-day work.