Palo Alto Networks · 1 month ago
Sr.Staff Engineer, Hardware Repair & Service Engineering
Austin, TX
Full-time
Onsite
Senior Level, Lead/Staff
$109K/yr - $177K/yr
8+ years expPalo Alto Networks is a cybersecurity company dedicated to protecting digital lives. They are seeking a highly experienced Sr. Staff Engineer to lead post-sale support, repair, and refurbishment activities for hardware products, focusing on maximizing product uptime and driving continuous quality improvements.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Define, document, and validate the multi-tiered global repair and refurbishment processes (e.g., component-level repair, sub-assembly replacement, full unit refurbishment) to ensure high quality, rapid throughput, and optimal cost-efficiency at both internal and third-party repair depots
Validation of all specialized diagnostic software, test fixtures, and repair tools required by service technicians to accurately troubleshoot and repair product failures
Work directly with Supply Chain and Service Planning teams to define the correct Service Bill of Materials (SBOM), identify field-replaceable units (FRUs), and provide technical input for initial spares and critical part stocking levels
Create, review, and maintain all technical repair instructions, troubleshooting guides, fault isolation procedures, and training content used by global service technicians
Establish and manage a robust closed-loop system for collecting, analyzing, and reporting field failure data (RMA data). Use statistical analysis to identify systemic failure modes and track Mean Time Between Failures (MTBF)
Lead complex, high-priority failure analysis investigations on returned units to determine the true root cause of failure (e.g., manufacturing defect, design flaw, field usage)
Act as the principal technical advocate for the service organization, collaborating closely with R&D to implement design changes that reduce the complexity of repair, lower parts consumption, and minimize the total service cost of future products
Represent repair and service for all things related to change orders
Diagnosing failures on multilayer boards, including component-level failure identification (ICs, FPGAs, passive components), solder joint integrity inspection, and rework procedures
Analyzing failures in AC/DC power supplies, battery management systems (BMS), and voltage regulators. This includes understanding thermal characteristics and power-related failure modes
Troubleshooting issues related to complex imaging systems, laser modules, or display units where precise alignment, calibration, and sensor integrity are critical
Analyzing wear-and-tear and failure modes in actuators, motors, fans, heatsinks, and complex connector systems that involve both electrical and mechanical components
Assessing failure related to structural integrity, enclosure rigidity, and the performance of thermal solutions like fans, liquid cooling systems, and thermal interface materials
Qualification
Required
Bachelor's or Master's degree in Electrical, Mechanical, or Industrial Engineering
Minimum of 8+ years of experience in a hardware environment, with at least 6 years dedicated to Post-Sale Service, Failure Analysis, and Repair Engineering for high-reliability or high-volume products
Expertise in failure analysis methodologies (RCA)
Proven ability to define, scope, and deliver automated test and repair solutions
Strong statistical analysis skills used to analyze field data, yield rates, and MTBF
Proficiency with RMA systems, inventory management, and utilizing data from ERP (e.g., SAP) and PLM systems
Preferred
Experience developing and implementing global service strategies across multiple continents or outsourced partners
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (579)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
Jerusalem Post
2026-01-11
2026-01-09
2026-01-09
Company data provided by crunchbase