Return Merchandise Authorization Technician (RMA)

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 matc