Software Support Engineer (Third Shift)

Appian Corporation • McLean, VA

14h

About The Position

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 low-code 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.

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.

Nice To Haves

• 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.

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.

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 country—please ask your Talent Acquisition contact for details specific to the location you are applying to.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level