Software Support Engineer (Third Shift)

About this role

Appian seeks a Software Support Engineer for third shift (5pm-2am or 1am-10am EST) to serve as the first responder for cloud platform alerts and incidents. You'll troubleshoot complex technical issues, support customers directly, and proactively improve system reliability through monitoring analysis and code contributions.

What you'll do

• Triage and resolve alerts from cloud monitoring systems using established runbooks and technical problem-solving
• Collaborate with engineers to troubleshoot, escalate, and resolve complex system and customer issues
• Provide direct technical support to customers during third shift hours
• Diagnose root causes and perform hands-on troubleshooting of complex technical problems
• Identify alert trends and contribute code improvements to enhance system reliability and efficiency
• Provide after-hours weekend support for up to 14 weeks annually with potential schedule adjustments

What they're looking for

• Linux command line
• Networking fundamentals (TCP/IP, DNS, HTTP, routing)
• Monitoring tools (Datadog, Grafana, Prometheus)
• Troubleshooting and root cause analysis
• Customer communication and teamwork
• Scripting languages (Python, Bash preferred)
• Database knowledge (SQL, NoSQL preferred)
• Container technologies (Docker, Kubernetes preferred)

Benefits

• 401(k) plan with company match
• Flexible time off and paid parental leave
• Medical, dental, and vision insurance
• Wellness programs and learning development resources
• Life and disability insurance
• Equity awards eligibility for certain positions