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Palo Alto Networks · 1 day ago

Staff Engineer, Hardware Repair and Service Engineering

Austin, TX

Full-time

Onsite

Lead/Staff

$109K/yr - $177K/yr

8+ years exp

Palo Alto Networks is a company committed to being the cybersecurity partner of choice, dedicated to protecting digital lifestyles. They are seeking a highly experienced Sr. Staff Engineer in Hardware Repair & Service Engineering to lead post-sale support and repair activities for hardware products, ensuring high quality and cost-efficient service operations.

Cloud SecurityCyber SecurityNetwork SecuritySecurity

Growth Opportunities

No H1B

Responsibilities

Global Repair Strategy: 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

Diagnostic Tooling: Validation of all specialized diagnostic software, test fixtures, and repair tools required by service technicians to accurately troubleshoot and repair product failures

Service BOM & Parts Planning: 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

Technical Documentation: Create, review, and maintain all technical repair instructions, troubleshooting guides, fault isolation procedures, and training content used by global service technicians

Closed-Loop Feedback: 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)

Root Cause Analysis (RCA): 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)

Design for Serviceability (DFS): 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

Engineering Change Order (ECO) management. Represent repair and service for all things related to change orders

This role requires specific hands-on expertise in the failure analysis and repair of the following types of hardware components and sub-assemblies:

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

Failure AnalysisRepair EngineeringStatistical AnalysisRMA SystemsAutomated Test SolutionsService Strategy DevelopmentCollaborationProblem SolvingCommunication

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