[Remote] Solution Engineer (Software Support, Third Shift)

Note: The job is a remote job and is open to candidates in USA. Appian is a community of innovators dedicated to transforming how organizations build and automate their business processes. As a Solution Engineer, you will be responsible for triaging and resolving alerts for the cloud platform, providing technical support, and improving system health through proactive monitoring and troubleshooting.

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

• 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
• Employee referral bonus program
• Learning and development resources
• Employee Assistance Program (EAP) with free mental health support
• Employee Stock Purchase Program (ESPP)
• Retirement/pension plan
• Wellness dollars
• Tuition reimbursement
• Family-forming benefits

Company Overview

Company H1B Sponsorship