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. 

About you:

  • 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 one or more scripting languages (JavaScript, Python, Bash or equivalent)

  • 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 to software 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

Education:

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.  

#LI-CC3

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Appian Corporation are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.