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, 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 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 - Shift1 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. Responsibilities Collaborate with engineers to troubleshoot, escalations, 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. Participate in after‑business‑hours support and ensure proper handoff with other regions. Provide flexibility for after‑hours weekend support for up to 14 weeks per year, based on adjusted schedule. Schedule The role requires overnight work ranging between 9:00pm–7:00am EST, with specific shift windows of 5pm EST to 2am or 1am EST to 10am EST. 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 (TCP/IP, DNS, routing). Familiarity with monitoring tools (Datadog, Grafana, Prometheus). Experience in a procedural environment such as Helpdesk or 1st Line Support. Comfortable with the Linux command line. Strong communication skills and the ability to work effectively within a team and with customers. Ability and willingness to work a night shift schedule. Nice‑to‑Have Qualifications Foundational knowledge of databases (SQL, NoSQL). Experience with scripting languages such as Python or Bash. Knowledge of container technologies like Docker and Kubernetes. Compensation & Benefits The base salary range represents a good‑faith estimate of the range at the time of posting and will be dependent on experience, qualifications, market, and other factors. A discretionary bonus may be awarded in recognition of individual and company performance. Appian provides a generous benefits package that includes a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life and 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. About Appian Appian provides process automation technology. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. We’ve been automating processes for 25 years and understand enterprise operations like no one else. 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 View email address on click.appcast.io. #J-18808-Ljbffr Appian