- Senior
- Ufficio in San Jose
About Etched
Etched is building AI chips that are hard-coded for individual model architectures. Our first product (Sohu) only supports transformers, but has an order of magnitude more throughput and lower latency than a B200. With Etched ASICs, you can build products that would be impossible with GPUs, like real-time video generation models and extremely deep & parallel chain-of-thought reasoning agents.
Job Summary
Etched is seeking an RMA and Service Manager to build and scale Etched’s service, returns, and field support programs. You’ll create the systems and processes that ensure fast, high-quality resolution of product issues as we ramp from early prototypes to large-scale deployments. This role is hands-on and cross-functional—you’ll partner with engineering, manufacturing, and supply chain teams to identify root causes, improve product reliability, and deliver a seamless customer experience.
If you thrive in fast-paced environments, enjoy solving ambiguous problems, and want to shape compliance infrastructure at a rapidly scaling startup, this role is for you.
Key responsibilities
Build and own Etched’s RMA, service, and support infrastructure for AI hardware at rack, server, and module levels.
Develop and manage RMA workflows, including return authorization, repair/replacement, and reverse logistics.
Create a field service program, including spare parts strategy, repair procedures, and escalation paths.
Partner with engineering and manufacturing teams to drive root cause analysis, corrective actions, and continuous improvement.
Establish repair facilities, depots, or partner networks to support global deployments.
Design and implement metrics and dashboards (turnaround time, failure rates, cost of service) to monitor and improve operations.
Build a knowledge base and training programs for internal teams and external partners.
Act as the customer-facing contact for escalated issues, ensuring excellent service and fast resolution.
You may be a good fit if you have
8+ years of experience in RMA, field service, or hardware support operations.
Proven expertise in hardware troubleshooting, repair, and reverse logistics.
Hands-on experience managing depot repair operations and third-party repair partners.
Strong understanding of failure analysis (FA), root cause, and corrective action processes.
Experience building service programs or processes from scratch in a fast-paced environment.
Excellent communication skills and ability to work closely with customers, suppliers, and internal teams.
Solid technical foundation (Bachelor’s degree in engineering or equivalent experience preferred).
Strong candidates may also have experience with (Nice-to-have qualifications)
Experience supporting server, networking, or AI hardware deployments at scale.
Familiarity with PLM/ERP systems for tracking returns, parts, and repairs.
Knowledge of global logistics, depot repair, and field service partner management.
Background in data-driven service analytics (failure rate analysis, cost optimization, predictive maintenance).
Exposure to ISO standards, quality systems, and regulatory requirements for hardware returns and repairs.
Ability to establish service-level agreements (SLAs) and customer-facing escalation frameworks.
Benefits
Full medical, dental, and vision packages, with generous premium coverage
Housing subsidy of $2,000/month for those living within walking distance of the office
Daily lunch and dinner in our office
Relocation support for those moving to San Jose (Santana Row)
How we’re different
Etched believes in the Bitter Lesson. We think most of the progress in the AI field has come from using more FLOPs to train and run models, and the best way to get more FLOPs is to build model-specific hardware. Larger and larger training runs encourage companies to consolidate around fewer model architectures, which creates a market for single-model ASICs.
We are a fully in-person team in San Jose (Santana Row), and greatly value engineering skills. We do not have boundaries between engineering and research, and we expect all of our technical staff to contribute to both as needed.
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