Software Support Engineer (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 youll be part of a passionate team dedicated to accomplishing hard things together.

At Appian were not just a company; were a community of innovators. Our low-code platform is transforming how the worlds 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 Cloud Engineer - Shift 1 on our team youll 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 is a night shift role with working hours from 5pm EST to 2am or 1am EST to 10am EST. This often involves following established runbooks and procedures but youll also need to use your technical skills and out-of-the-box thinking to tackle issues that arent 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

• Bachelors 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.

Nice-to-Have Qualifications

• 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.

Tools and Resources

• Training and Development: During onboarding we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities including our leadership program tailored for new and aspiring managers a comprehensive library of specialized department training through Appian University skills based training and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
• Community: Well immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social educational and outreach activities to connect with Appianites and larger initiatives throughout the company.

Benefits

Appian offers a comprehensive benefits package designed to support your health wellbeing and financial future. Benefits may include health coverage Employee Assistance Program (EAP) with free mental health support life and disability insurance an Employee Stock Purchase Program (ESPP) a retirement/pension plan wellness dollars tuition reimbursement family-forming benefits and more. Benefits vary by countryplease ask your Talent Acquisition contact for details specific to the location you are applying to.

About Appian

Appian is a software company that automates business processes. The Appian AI-Powered Process Platform includes everything you need to design automate and optimize even the most complex processes from start to finish. The worlds most innovative organizations trust Appian to improve their workflows unify data and optimize operationsresulting in better growth and superior customer experiences. For more information visit . Nasdaq: APPN

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Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal state or local law.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process please contact us by email at. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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