Position Description: The Maintainability Engineer owns hardware platform enablement and support readiness across PAR's product ecosystem. This role supports Customer Support, Product Management, Engineering, Quality, Sales, and Installers to ensure positive customer experience with PAR hardware, including POS, Kitchen Display, Drive-Thru audio/timer, and other deployed hardware systems and supporting software.
This is a hardware-focused engineering role with accountability for long-term supportability and field performance.
Up to 15-25% travel within North America to visit customer locations for issue investigation.
Position Location:Onsite in New Hartford, NY
Reports To: Sr. Manager, Platform Support & Maintainability Engineering
What We're Looking For:Requirements:
- Bachelor's / Associate / practical experience in Electrical / Electronic Engineering, Computer Science, or related technical field.
- Experience with Windows, including system configuration, networking basics, log analysis, and troubleshooting.
- Working knowledge of networking fundamentals (IP addressing, routing, firewall concepts, VLANs).
- Strong troubleshooting and root cause analysis skills across hardware and software environments.
- Ability to document procedures clearly and communicate technical concepts to both technical and non-technical stakeholders.
- Detail-oriented, proactive, and comfortable working across cross-functional teams and alone with minimal direction and supervision.
Additional skills:
- 1+ years of experience in hardware systems, technical support engineering, platform sustainment, or related roles preferred - but not required
- Experience with Linux, including system configuration, networking basics, log analysis, and troubleshooting preferred - but not required
- Experience with the installation (mounting, cabling, power), commissioning and troubleshooting of field deployed hardware.
- Experience with various programming / scripting language(s) such as PowerShell, Bash, and Python desirable.
- Experience testing software on hardware devices and/or embedded platforms.
- Experience with field deployed android devices.
Unleash your potential: What you will be doing and owning:Platform Stability & Enablement- Ensure PAR hardware platforms are production-ready, stable, and supportable.
- Define serviceability standards, configuration baselines, and diagnostic requirements.
- Evaluate new hardware releases for maintainability prior to field deployment
Field Performance & Customer Support- Lead investigation of complex hardware escalations impacting customers.
- Partner with Engineering to drive root cause resolution and permanent corrective actions.
- Analyze recurring field issues and implement systemic improvements to reduce support volume.
- Evaluate new hardware releases for maintainability prior to field deployment.
Support Readiness & Enablement- Develop documentation, diagnostic procedures, and support plans for new and existing hardware.
- Train Installer, Customer Service and Repair teams on hardware configuration, installation and diagnostics.
- Improve tooling and processes to strengthen field troubleshooting capabilities.
- Provides out-of-hours support as and when required.
- Participate in other tasks and projects as needed.
Third-Party Hardware Adoption- Evaluate and validate third-party hardware for compatibility within PAR's ecosystem.
- Lead certification readiness and integration efforts.
- Ensure long-term lifecycle supportability and operational alignment.
Interview Process:- Interview #1: Video Screen with Talent Acquisition Team
- Interview #2: Video interview with the Hiring Manager (via MS Teams)
- Interview #3: Video interview with the Team (via MS Teams)
