Support & RMA Technician

Who We Are: 

OpenEye, the cloud video platform company, provides solutions for video security, business intelligence, and loss prevention. For over 20 years, OpenEye has been committed to developing an easy-to-use, comprehensive video management system backed by Heroic Customer Service® and support. Our on-site and cloud-based products can be found protecting schools, hospitals, banks, retail stores, and other facilities around the world. OpenEye’s solutions are available globally through a trusted network of certified service providers.  

OpenEye is a subsidiary of Alarm.com. Learn more at www.openeye.net 

Job Summary: 

We are seeking a dedicated individual to join our team at our Liberty Lake, WA headquarters. This position will split time between providing technical support to our customers and repairing and testing all OpenEye product returns.  

If you are a problem-solver who enjoys interacting with people and working in a team-based collaborative environment, we encourage you to apply and become a part of our innovative and dynamic team at OpenEye. 

Role and Responsibilities: 

• Repair and test OpenEye products sent in for repair and credit. 

• Communicate with the RMA Manager about work assignments. 

• Support all OpenEye products as well as secondary software and products via phone and email. 

• Troubleshoot network communications, software/hardware, user processes, and mechanical operations. 

• Provide friendly and professional service, demonstrating OpenEye’s core value of Heroic Customer Service. 

• Assist in creating knowledge base articles to enhance customer self-support. 

• Learn about innovative technologies and take on additional responsibilities as the organization grows. 

• Perform all other duties/responsibilities as necessary or assigned.   

 Minimum Job Qualifications: 

• High School Diploma or a General Education Degree. 

• Minimum of 2 years of related experience in customer service, troubleshooting, or repairing DVR and CCTV equipment. 

• Ability to lift up to 50 pounds. 

Preferred Qualifications: 

• Knowledge of basic inter-networking operations and protocols. 

• Familiarity with the security industry, including cameras, DVRs, sensors, and relays. 

• Understanding of electrical wiring and proper grounding. 

• Knowledge of Linux OS. 

Perks at OpenEye: 

• The pay for this opportunity is $19.00 - $21.00 per hour. In addition, this position is eligible for an annual discretionary bonus. 

• Onsite work environment. 

• Sport simulator onsite. 

• Employees are eligible to purchase company stock at a discounted rate. 

• Collaborative, fun, creative culture where idea sharing is encouraged. 

• Casual dress, jeans are welcome. 

• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low. 

• Up to $5,000 annual company match for 401k. 

• Company paid short-term/long-term disability, AD&D, and life insurance. 

• Paid maternity and parental leave. 

• 15 Days of Paid Vacation accrued per year (increases after year 3). 

• Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generous. 

• 9 Paid Holidays per year. 

• Educational Assistance Program covering non-degree support, undergraduate and graduate degrees. 

• Employee Equipment Program – Free Alarm.com system for your home. 

OpenEye is an Equal Opportunity Employer 

In connection with your application, we collect information that identifies, reasonably relates to, or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision. 

 Notice To Third Party Agencies: 

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected]. 

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