Software Support Engineer (Third Shift)

Appian is a community of innovators focused on transforming how organizations build and automate their business processes. The Software Support Engineer will be responsible for triaging and resolving alerts for the cloud platform, providing technical support, and improving system health through proactive measures.

Responsibilities:

• Collaborate with engineers to troubleshoot, escalate, and resolve complex system and customer issues
• Provide direct technical support to customers as needed
• Proactively improve system health by identifying alert trends, enhancing monitoring, and contributing code to increase reliability and efficiency
• Diagnose root causes and solve complex technical problems through hands-on troubleshooting

Requirements:

• Bachelor's degree or equivalent work experience in a technical field
• A hands-on, technical background with strong troubleshooting skills
• Foundational knowledge of networking (e.g., TCP/IP, DNS, HTTP, routing)
• Familiarity with monitoring tools (e.g., Datadog, Grafana, Prometheus)
• Experience in a procedural environment, such as Helpdesk or 1st Line Support, where you consistently followed established runbooks and processes
• Comfortable with the Linux command line
• Strong communication skills and the ability to work effectively within a team and with customers
• The ability and willingness to work a night shift schedule
• Provide after business hours support for proper handoff with our other regions as needed
• Flexibility to provide after hours weekend support for up to 14 weeks per year - Up to 1 quarter per year working this adjusted schedule may be required (Sunday->Thursday or Tuesday-Saturday)
• Foundational knowledge of databases (e.g., SQL, NoSQL)
• Experience with scripting languages (e.g., Python, Bash) to automate tasks
• Knowledge of container technologies like Docker and Kubernetes