Failure Analysis Engineer

Palo Alto Networks • Santa Clara, CA

1d

About The Position

Palo Alto Networks is seeking a Failure Analysis Engineer to join its Technical Operations team. The role works collaboratively with Hardware Engineering, Software Engineering, and Customer Support to perform root-cause failure analysis on customer product returns (RMAs). The engineer characterizes failures, resolves escalated RMA issues by identifying hardware causes, tracks failure trends and investigations, and verifies the effectiveness of corrective actions. The position also requires maintaining accurate records in SAP and Salesforce.

Requirements

• Strong Linux system administration knowledge.
• Knowledge of network protocols.
• Outstanding written and verbal communication skills.
• Highly collaborative working style.
• Moderate to fluent proficiency with programming languages and tools used in the test environment, including Linux OS, Tcl, Expect, Shell Script, Python, network switches, terminal servers, and PDUs.
• Ability to apply working knowledge of server/client and IP-based networking hardware architecture at the system and component levels to the test environment.
• Demonstrated hardware debugging ability to the component level and fault-isolation skills.
• Ability to read schematics and view board files using Allegro Viewer and Cadence PCB Design.

Nice To Haves

• Knowledge of Salesforce, JIRA, and SAP.
• Bachelor’s or associate degree in an engineering discipline preferred.

Responsibilities

• Drive failure analysis of returned products, characterize failures, and escalate issues and trends to the Hardware Quality Engineering team.
• Resolve escalated RMAs by determining the hardware root cause of failures.
• Track and report RMA failure trends by product and cause to the Technical Operations team.
• Track and prioritize all in-progress RMAs requiring failure analysis.
• Monitor process and product corrective actions to confirm they effectively improve the product.
• Maintain accurate data in SAP and Salesforce.

Benefits

• Compensation may include restricted stock units and a bonus.
• Employee benefits are referenced, but specific benefits are not listed in the description.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree