At Appian, were not only about building awesome software, but also about growing our culture of passion, energy, & 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 & product teams, & 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 & either a BS in Computer Science, or a related field, or MS in Computer Science, or a related field.
You have strong communication, negotiation, & 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 & what to ignore. You identify where you can make the most beneficial impact for our customers & continue working until that benefit has been achieved.
Youre passionate about adding data to our processes where its missing so that we can gain insight in to where our problems are
Strong skills in programming & debugging a complex Java application deployed in an application server
Familiarity with modern observability tools (Grafana, Prometheus, or equivalent)
Youre analytical by nature with an innate ability to understand & 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 & maintain ourselves, & know how to get them deployed & adopted in a mature software development environment.
Most importantly, youre passionate about keeping the customers we have happy with our product!
How youll 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 & prioritize new services & 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, & mentoring junior developers.
Be a strong individual contributor to software projects, implementing core aspects & providing feedback on their purpose, desired outcomes, & business impact
Contribute to the definition of Service Level Agreements for critical services, driving adoption & helping squads meet those agreements sustainably.
Align with feature squads & our customer support department to understand our customer needs & set appropriate expectations.
Promote features & practices that strengthen & 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 coworker, Pay Transparency Nondiscrimination.