Associate Solution Engineer
Here at Appian, our core values of Respect, Work to Impact, Ambition, and Constructive Dissent & Resolution define who we are. In short, this means we constantly seek to understand what is best for our customers, go beyond completion in our work, strive for excellence with intensity, and embrace candid communication. These values guide our actions and shape our culture every day. When you join Appian, you'll be part of a passionate team dedicated to accomplishing hard things.
The Appian Solution Engineering team provides technical expertise to our customers around the globe, working across every layer of the Appian platform. From data analysis to creative problem-solving, our Solution Engineers tackle complex technical challenges, helping customers maximise the performance, availability, functionality, and security of their Appian environments.
As an Associate Solution Engineer, you'll be a technical problem solver with a passion for understanding how things work. You'll work closely with customers and internal teams to investigate technical issues, analyse platform performance, identify opportunities for improvement, and deliver effective solutions. This role offers exposure to a broad range of technologies and the opportunity to develop deep expertise in the Appian platform.
Key Responsibilities
- Technical Troubleshooting: Investigate, diagnose, and resolve complex technical issues affecting customer environments, including application performance, platform availability, integrations, and system functionality.
- Customer Support: Work directly with customers to understand technical challenges, provide timely updates, communicate findings, and guide them through troubleshooting and resolution processes.
- Platform Performance & Optimisation: Monitor and analyse platform performance, identify potential bottlenecks, and recommend solutions to improve system reliability, scalability, and efficiency.
- Data Analysis: Analyse application logs, system metrics, database queries, and other technical data to identify trends, investigate issues, and support data-driven recommendations.
- Technical Investigation: Explore issues across different layers of the Appian platform, including application configurations, databases, operating systems, infrastructure, and integrations.
- Cross-functional Collaboration: Partner with internal engineering, product, and customer-facing teams to investigate complex issues, share technical insights, and drive issues through to resolution.
- Documentation & Knowledge Sharing: Develop and maintain technical documentation, troubleshooting guides, and knowledge resources to support customers and internal teams.
- Continuous Improvement: Identify recurring technical issues and opportunities to improve troubleshooting processes, platform functionality, availability, performance, and security.
- Technical Development: Build and continuously expand your knowledge of the Appian platform, programming languages, databases, and infrastructure technologies.
What You Bring
To be successful in this role, you'll bring:
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to customers and internal stakeholders.
- Strong analytical and problem-solving skills, with a curiosity for understanding how systems and technologies work.
- A customer-focused mindset and the ability to build positive working relationships.
- An interest in data analytics, technical troubleshooting, and solving challenging problems.
- The flexibility to participate in an after-hours support rotation approximately every 10–15 weeks.
Basic Qualifications
- Bachelor's degree in an Engineering discipline, Information Technology, Computer Science, or a related field.
Nice-to-Have Experience
- Programming or scripting experience (e.g., Java, Perl, Ruby, C#, or PHP).
- Familiarity with relational database management systems (RDBMS), such as MySQL, Oracle, or SQL Server.
- Experience with systems administration, including Linux or Windows environments.
- Exposure to application troubleshooting, system monitoring, performance analysis, or technical customer support.
$80 – 90k (excluding super)
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