Software Support Engineer (Third Shift) at Appian in McLean, VA

Summary: Appian is a company focused on process automation technology, transforming how organizations build and automate business processes. They are seeking a Software Support Engineer to provide technical support for their cloud platform, ensuring reliability and resolving system alerts. The role involves collaboration with engineers and direct customer support, primarily during night shifts. 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 Required 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 (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) Preferred Qualifications: - 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 Required Skills: Troubleshooting, Networking Important Skills: Monitoring tools, Linux command line, Scripting languages 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