RMA Technician

About Us

Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.

Eagle Eye Networks is a dynamic, fast-moving company. We value the benefits of face-to-face collaboration, and we believe it is more enjoyable and productive. The synergy of in-office interaction is critical to our culture and your presence is essential for Eagle Eye Networks’ success. Learn more at een.com.

Summary

Eagle Eye Networks is seeking a detail-oriented and technically skilled Return Merchandise Authorization (RMA) Technician to join our team. In this critical role, you will be responsible for diagnosing, testing, and resolving issues with returned products and working closely with cross-functional teams including Production, Engineering, Operations, Customer Care, and Technical Support. You will play a key part in maintaining high product quality by identifying functional problems, providing recommendations for design or process improvements, and ensuring all testing procedures meet industry standards. This role also involves documenting and analyzing test results, contributing to the development of quality and reliability programs, and providing regular reports on RMA activity.

Core Responsibilities

• Diagnose the cause of failures in returned products, troubleshoot the issues, and repair or replace components as needed.

• Maintain accurate records of RMA requests, test results, and repair processes. 
• Create test reports and summary details for test results and analysis of data.

• Perform functional tests on products to ensure they meet quality standards before they are either repaired or returned to inventory. 

• Work with other departments like Manufacturing, Customer Care,  Technical Support, and Engineering to address customer issues and improve product quality. 

• Identify areas for improvement in the RMA process and contribute to implementing new procedures to optimize efficiency.

• Receiving and Processing Returns:
  Receive returned products, verify their condition, and process the necessary paperwork for returns. 

• Identify necessary testing and determine the cause of product failures to help prevent future issues. 

• Provide detailed descriptions of product failures to assist in diagnosing issues and repairing them effectively

• Weekly and monthly reporting to Internal and Management teams

• Replace or fix damaged components as needed, following company and vendor policies. 

• Communicate RMA updates to internal teams

Experience

• BA/BS degree in Computer Science, related field or equivalent experience 
• 3+ years of Software testing, automation, or software development experience 
• 2+ years of experience in Python 
• 2+ years experience with Rest APIs, Git, and JIRA 
• Proficiency in the use of Excel / Google Sheets

Why work for Eagle Eye?

Eagle Eye Networks is an innovative, global start-up building the only platform powerful enough to support the future of video surveillance and security. Here your voice will be heard, and talent respected. We have proven leadership and financial backing of one of the world’s premier venture capital firms. The work we do is essential in today’s world, as our systems are used to protect the health, safety, and welfare of people and property around the world. Eagle Eye is a place where you can make a difference. Bring your passion, your drive, a roll-up- your- sleeves- and- get- it- done work ethic, and a collaborative mindset. Be ready to work hard and have fun. We also have great benefits and perks.

• Medical Benefits: We offer competitive medical, vision, and dental plans. Company offsets premiums.
• Taco Tuesdays: Like breakfast tacos? You’re at the right place, because weekly breakfast tacos are provided.
• 401k plan with company match!
• Weekly Lunch: Food is love. Especially when it is free.
• Snacks: You will never go hungry.
• Culture: Innovation drives our vibe.
• Diversity: We embrace our global presence, the diverse ideas and backgrounds of our team to improve our culture, our products and grow our people and our business.
• PTO: Hourly employees accrue PTO each pay period for a total of 12 days each year.

More About Eagle Eye Networks

Eagle Eye Networks is leveraging artificial intelligence on its true cloud platform to dramatically reshape the video surveillance and security industry. The Eagle Eye Cloud Video Management System (VMS) is a smart cloud video surveillance solution, purpose-built to help businesses improve safety, security, operations, and customer service. Tens of thousands of companies in more than 90 countries around the globe have moved their video surveillance to the cloud with Eagle Eye VMS. Customers, including multi-family residences, smart cities, schools, hospitals, hotels, logistics, restaurants, and retail shops trust Eagle Eye for actionable business intelligence and proactive security across multiple locations. The Eagle Eye VMS has strong APIs for the secure integration of third-party systems and works with thousands of industry cameras, so customers don’t have to “rip and replace” their existing infrastructure. Eagle Eye Cloud VMS is the only platform robust enough to power the future of video surveillance. 

Eagle Eye Networks is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.