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Appian // business process management
 
Engineering, Full Time    McLean, Virginia    Posted: Thursday, July 21, 2022
 
   
 
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JOB DETAILS
 

Here at Appian, were passionate about automation, speed, & efficiency; & the CIO department is a great place to apply these values! From Information Security, Business Technology, to Solution Engineering, joining Appian will provide you with the opportunity to lead technical strategy, execution & communication for all applications to support Appian employees, customers, & partners. Join us, as we work collaboratively to grow Appian across the world.

The Appian Solution Engineering team provides technical expertise to our customers around the globe, touching every layer of the Appian platform.  From data analysis to creative problem solving, our Solution Engineers tackle the most challenging technical problems encountered by Appian customers & partners. 

We are looking for a hands-on Manager with strong operational, leadership, communication & technical skills to lead a team of Solution Engineers.  This role will mentor & support their team members, while ensuring they have the appropriate training & tools to be successful, & manage communications with other leadership teams on escalated cases.  Additionally, this role will lead projects related to improving the customer experience.  Such projects may be directly related to improving the Appian platform or may be related to the internal systems, tools & processes used by the Solution Engineering team.

This role is based at Appian's Headquarters in McLean, VA. Employees hired for this position will have the opportunity to work in a flexible, hybrid environment.

To be successful in this role, you will:

  • Manage, develop & mentor a team of Solutions Engineers that are responsible for the maintenance, monitoring & incident response for Appian Cloud environments, & for providing technical support to customers across the development, deployment & production use of Appian platform & solutions.
  • Use your subject matter expertise to provide proactive & reactive support to team members; while building best practices for technical troubleshooting, communication customer management, internal systems/tools & operating procedures.
  • Create learning plans for your team team members based on department need & their unique professional development interests.
  • Manage communications on escalated cases with internal & external stakeholders (customers, field/account teams, software engineering, senior management, etc)
  • Identify opportunities to enhance systems & processes to improve the customer experience.  Participate in evaluating, prioritizing & actioning these improvement projects.
  • Identify macro trends/themes in customer product issues/pain & product supportability/documentation/training deficiencies.  Communicate these, with proposals for improvement, to Solution Engineering & Software Engineering leadership.
  • Assist with adding top talent to our team by participating in recruiting events & conducting candidate interviews.
  • Foster a strong team environment focused on advanced technical knowledge, effective collaboration, customer service excellence & positive customer outcomes

Some of the tools & resources we will equip you with include:

  • Days filled with unique & exciting challengeseveryday is different!
  • Advancement opportunities across the organization to help you meet your career goals
  • Appian product training, plus additional training programs to help you develop the skills required to be successful in your role
  • Our team is rapidly growing, & with growth comes opportunity!
  • Unlimited (flex) PTO, hybrid or remote working arrangement, & flexible working hours.  

Basic qualifications:

  • Bachelors degree or similar professional work experience
  • Demonstrated subject matter expertise with the Appian platform & related technologies
  • Proven ability to coach & mentor technical staff
  • 4-6+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
  • Excellent problem solving skills & talent for identifying creative solutions
  • Exceptional communication & customer service skills (verbal/written)
  • Willing & able to provide after hours support (rotation every 12 or so weeks)

Nice to Have:

  • Exposure to software environments with Java/J2EE troubleshooting experience
  • Familiarity with database concepts (e.g., MySQL, Oracle, SQL Server)
  • Foundation of basic network functions, standards, & protocols (e.g. proxies, SSL, load balancers, LDAP

About Appian

Before Appian was a company, it was an idea. Not about a product or a market, but about the culture needed to sustain innovation & value. Today, we help businesses build apps & workflows rapidly, with a low-code automation platform. 

Appian was founded on the belief that talented & passionate people, given the power & autonomy to excel, will deliver amazing impact. We have worked thoughtfully to create an inclusive, agile & collaborative work environment where employees feel challenged, & all voices are heard. We value & encourage cross-departmental collaboration, & actively seek opportunities to better ourselves & others. Creating impact to us means that when we deliver results, were focused on lasting positive change. 

Join us.

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 coworker, Pay Transparency Nondiscrimination .

If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@appian.com & let us know the nature of your request & your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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