Solution Engineer Software Support, Third Shift

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.

At Appian, we're not just a company; we're a community of innovators. Our AI-driven process platform is transforming how the world's largest organizations build and automate their business processes. We believe in creating a supportive, collaborative environment where every team member has the opportunity to make a real impact. This role is a fantastic opportunity to be at the forefront of our cloud operations, ensuring the reliability and stability of our platform for our global customers.

As a Solution Engineer on our team, you'll be on the front lines, acting as the first responder for our cloud platform. Your primary responsibility will be to triage and resolve alerts generated by our monitoring systems. This is a night shift role with working hours from 5pm EST to 2am, or 1am EST to 10am EST (note the schedule may change). This often involves following established runbooks and procedures, but you'll also need to use your technical skills and out-of-the-box thinking to tackle issues that aren't so straightforward.

In this role, you will:

• 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.

Basic Qualifications

• 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)

Nice-to-Have Qualifications