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Appian Corporation Logo Appian Corporation · IT - Administration

Software Support Engineer (Third Shift)

United States, McLean Employment contract 50000.00 - 125000.00 USD / Year · Job Posted July 02, 2026
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Job Description

As a Cloud Engineer - Shift 1 on our team, you'll be on the front lines, acting as the first responder for our cloud platform. Your primary responsibility will be to triage and resolve alerts generated by our monitoring systems.This is a night shift role with working hours from 5pm EST to 2am, or 1am EST to 10am EST. This often involves following established runbooks and procedures, but you'll also need to use your technical skills and out-of-the-box thinking to tackle issues that aren't so straightforward.

Job Responsibility

  • 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

Requirements

  • 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)

Nice to have

  • 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

What we offer

  • 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
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