Software Support Engineer (Third Shift)
Appian
McLean, Virginia
Full-Time
$50,000
OfficeExecutive
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, 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 Cloud Engineer - Shift 1 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. 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.
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
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.
The base salary range represents a good faith and reasonable estimate of the range at the time of posting. Actual compensation will be dependent on a number of factors including, but not limited to, the candidates relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.
In addition, Appian provides generous benefits offerings that include a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life insurance, disability insurance, wellness programs, flexible spending accounts, health savings account contributions, an employee referral bonus program, and learning and development resources. Certain positions may be eligible for equity awards.
Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.
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.
Appian provides AI automation for mission-critical work. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. Weve been automating processes for more than 25 years and understand enterprise operations like no one else. For more information, visit appian.com. [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 ReasonableAccommodations@appian.com. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.