At Appian, we’re not only about building awesome software, but also about growing our culture of passion, energy, and innovation; great people, great software! As an Incident Management Engineer at Appian, you will drive the resolution of customer escalations, working closely with our support and product teams, and to drive changes that will improve our organization overall.
You have 3+ years experience as an Incident engineer, Site Reliability engineer or other DevOps based role and either a BS in Computer Science, or a related field, or MS in Computer Science, or a related field.
You have strong communication, negotiation, and collaboration skills; ability to convey complex, emergent, problems in a way that lets us focus on solving the root cause of the problem, rather than its symptoms.
You have a proven ability to make difficult decisions about what to prioritize and what to ignore. You identify where you can make the most beneficial impact for our customers and continue working until that benefit has been achieved.
You’re passionate about adding data to our processes where it’s missing so that we can gain insight in to where our problems are
Strong skills in programming and debugging a complex Java application deployed in an application server
Familiarity with modern observability tools (Grafana, Prometheus, or equivalent)
You’re analytical by nature with an innate ability to understand and solve failures due to complex system interactions.
You understand the value of open-source technologies, how they add capabilities that we would not want to build and maintain ourselves, and know how to get them deployed and adopted in a mature software development environment.
Most importantly, you’re passionate about keeping the customers we have happy with our product!
How you’ll contribute:
Support our customers, responding to escalation from our customer support department, so that customers are able to use our product fully at all times.
Suggest and prioritize new services and tools we should introduce to streamline our customer support processes in order to meet our Service Level Agreements sustainably.
Participate as a key team member, providing code reviews, feedback on designs, and mentoring junior developers.
Be a strong individual contributor tosoftware projects, implementing core aspects and providing feedback on their purpose, desired outcomes, and business impact
Contribute to the definition of Service Level Agreements for critical services, driving adoption and helping squads meet those agreements sustainably.
Align with feature squads and our customer support department to understand our customer needs and set appropriate expectations.
Promote features and practices that strengthen and enable a culture of continuous improvement.
Preferred Experience Level:
3+ years of relevant experience, preferably in a Software Engineering, Site Reliability or DevOps role
B.S. in Computer Science, or a related field
Appian Corporation is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Further, Appian will not discriminate against applicants for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co‐worker, Pay Transparency Nondiscrimination.