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Lead Solution Engineer

  • Sydney, Australia
  • Solution Engineering
  • Added

Description

Here at Appian, we’re passionate about technology. We love making it, and we love using it. Joining Appian Engineering 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 revolutionise the way people work, and in doing so, we develop the Appian platform to be simple so our customers can thrive.

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 and partners.

We are looking for a Lead Solution Engineer with superb customer management skills and demonstrated ability to collaborate effectively across departments.  The Lead Solution Engineer will work as a member of the overall account success team, focusing on the platform support experience for their assigned customers. 

 

To be successful in this role, you will:

  • Conduct onboarding meetings with new Premier Support accounts, to introduce them to the service provided with Premier Support and to your role in ensuring their success

  • Conduct regular check-ins with assigned Premier Support accounts to review the overall health and status of their applications, the status of open support issues, new releases and upgrade plans, and any other significant upcoming events or project milestones.  

  • Actively monitor and assist in the resolution of technical support cases created by assigned Premier Support accounts. 

  • Act as the escalation point of contact for assigned Premier accounts and orchestrate Appian’s response on escalated issues.  This includes coordinating our technical response and leading communications with technical and leadership stakeholders.

  • Manage projects that require close collaboration between Appian Support team and customer teams (cloud migrations, configuring Premier Support cloud capabilities, VPN configurations)

  • Ensure that account teams have appropriate visibility and engagement on technical challenges/issues faced by Premier Support customers

  • Share the good and bad of your customers’ Appian journey/experience with others in the Appian organisation

  • Contribute to a culture of advanced technical knowledge, customer service excellence and positive customer outcomes

 

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

  • We’ll immerse you into our community rooted in respect starting on day one. Our community is strong and growing! Our affinity groups are a great place to start connecting with peers from all across the globe.

  • Appian offers a wide variety of growth and development opportunities such as: our in-house Appian MBA program for new managers, Appian University which is a full library of over 3,000 LinkedIn Learning and Udemy courses, Presentation Skills training, and tuition reimbursement for those seeking to further their education.

 

Basic Qualifications:

  • Bachelor’s degree (preferably in any Engineering discipline, Computer Science, Information Technology, or related) or similar professional work experience

  • Experience in a software customer service role.  Exceptional communication, customer service and presentation skills

  • Strong technical aptitude

  • Excellent problem solving skills and talent for identifying creative solutions

  • Flexibility to provide after business hours support (rotation every 10 or so weeks)

 

Nice to Have:

  • Exposure to software environments with Java/J2EE troubleshooting experience

  • Experience and/or familiarity with JVMs

  • Operating system knowledge (e.g. Windows and/or Linux)

  • Familiarity with database concepts (e.g., MySQL, Oracle, SQL Server)

  • Foundation of basic network functions, standards, and 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 and value. Today, we help businesses build apps and workflows rapidly, with a low-code automation platform. 

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

Join us.