[Remote] Solution Engineer (Software Support, Third Shift)
Note: The job is a remote job and is open to candidates in USA. Appian is a company that provides process automation technology, transforming how organizations automate their business processes. The Solution Engineer role focuses on triaging and resolving alerts for the cloud platform, ensuring reliability and stability for global customers while collaborating with engineers to troubleshoot complex issues.
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
Skills
- 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
Benefits
- Eligible for a overnight shift differential
- A discretionary bonus may be awarded in recognition of individual and company performance.
- 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
- Learning and development resources
- Certain positions may be eligible for equity awards.
- Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training.
- 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.
- Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future.
- 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
Company Overview
Company H1B Sponsorship