Staff Engineer, Hardware Repair And Service Engineering

Sr. Staff Engineer, Hardware Repair & Service Engineering

At Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

We are seeking a highly experienced and technically proficient Sr. Staff Engineer, Hardware Repair & Service Engineering to serve as the technical authority for all post-sale support, repair, and refurbishment activities for our hardware products. This role is crucial for maximizing product uptime, minimizing the total cost of service, and driving continuous product quality improvements based on real-world field failure data. The Sr. Staff Engineer will lead the development of global repair strategies and act as the primary liaison between the Service organization and the R&D/Quality teams.

Key Responsibilities

Repair Process Development & Optimization (Primary Focus)

• 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.

Reliability & Failure Analysis

• 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.

Core Component Responsibility

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

• Printed Circuit Board Assemblies (PCBA): Diagnosing failures on multilayer boards, including component-level failure identification (ICs, FPGAs, passive components), solder joint integrity inspection, and rework procedures.
• Power Management Systems: Analyzing failures in AC/DC power supplies, battery management systems (BMS), and voltage regulators. This includes understanding thermal characteristics and power-related failure modes.
• Opto-Mechanical Assemblies: Troubleshooting issues related to complex imaging systems, laser modules, or display units where precise alignment, calibration, and sensor integrity are critical.
• Electromechanical Systems: Analyzing wear-and-tear and failure modes in actuators, motors, fans, heatsinks, and complex connector systems that involve both electrical and mechanical components.
• Chassis Management: Assessing failure related to structural integrity, enclosure rigidity, and the performance of thermal solutions like fans, liquid cooling systems, and thermal interface materials.

Your Experience:

Education: Bachelor's or Master's degree in Electrical, Mechanical, or Industrial Engineering.

Experience: 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.

Technical Skills:

• 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.
• System Knowledge: Proficiency with RMA systems, inventory management, and utilizing data from ERP (e.g., SAP) and PLM systems.

Preferred Qualifications:

• Experience developing and implementing global service strategies across multiple continents or outsourced partners.

Compensation Disclosure: The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $109000 - $177000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment: We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.