Associate Solution Engineer (Technical Support)

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 the best for our customers, we go beyond completion in our work, we strive for excellence with intensity, and we 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 that's dedicated to accomplishing hard things.

In Solution Engineering we’re passionate about technology. We love making it, and we love using it. Joining the Appian CIO team will provide you with the opportunity to learn in an environment that values cross-functional collaboration and is committed to personal and professional growth. We want to revolutionize the way people work, and in doing so, we develop the Appian platform to be simple so our customers can thrive. 

Our Solution Engineering team is obsessed with providing technical support for our customers. We are looking for an Associate Solution Engineer, a technical “Jack/Jill of All Trades” that loves figuring out “how things work.” If you are someone who loves technology and you are interested in a career in software where you aren't having to code all day, this role could be for you! As an Associate Solution Engineer, you’ll become an expert on the inner workings of the Appian platform and gain full-stack experience.  You’ll have the opportunity to work with every layer of the Appian platform; from data analysis to creative problem solving and you'll tackle the most challenging technical problems while mitigating all of our customers’ concerns. Interested in learning more? Check out the employee insight below! 

This role is based at Appian's Mexico City office in Coyoacán. Employees hired for this position will have the opportunity to work in a flexible and hybrid environment. If you are not already located in the Mexico City Area, your willingness to relocate will be a contingency for this position.

To be successful in this role, you need: 

• To be excellent at problem solving and find creative solutions to some of our customer’s most complex technical concerns
• To provide exceptional, world-class technical support (verbal/written) to our customers and our highest stakeholders around the globe 
• To tackle technical challenges and communicate your work across a variety of departments
• To have a strong interest in software development (but not wanting to focus on coding all day)
• To have the desire to work closely with our customers to help lead continual improvement in the availability, performance, functionality and security of our platform
• To have an interest or experience in programming/scripting languages(e.g. Python, Java, Perl, Ruby, C#, PHP)
• To have an interest or experience in data analytics, RDBMS platforms (e.g. MySql, Oracle, SQL Server), and  systems administration (e.g. Linux, Windows)

Basic Qualifications:

• Bachelor's degree focused on Engineering, Computer Science, Information Technology and Systems, Mathematics or related degree program 
• Flexibility to provide after business hours support (rotation every 10-15 weeks)
• Bilingual or Business proficiency of the English language

Provided Training:

• 2-4 week infrastructure training that covers how to install, hotfix, upgrade, and integrate Appian. Infrastructure training allows our engineers to be successful at handling support cases for self-managed customers. Afterwards, a 3 month long training process starts in order to complement front-end and back-end Appian knowledge (integration and design training, performance training, Appian Cloud training).

We asked a current team member what their role and typical day look like: 

“As a Solution Engineer I work on technical support tickets for the Appian platform. I analyze logs, collect server data, and run/create scripts to troubleshoot Appian installations for self-managed and Appian Cloud environments.

I am able to troubleshoot incidents with customers over a virtual meeting (screen-share) with internal teams to investigate issues and brainstorm troubleshooting solutions that allow understanding or reproduction of platform issues. This includes wrangling log data to come up with insights about a given incident, collaborating with Appian source-code developers to resolve platform issues, submitting feature enhancements on behalf of Appian customers, configuring supported custom configurations in Appian Cloud and writing Root Cause Analysis reports for high priority incidents that have been resolved”