Appian Support Engineer (L2/L3) – Appian, AWS & Data (German Speaking) &#...

Role Summary

Support engineer will provide L2/L3 production support for business-critical applications built on Appian, running on AWS, and integrated with enterprise data platforms. The role covers incident, problem, change, and release management, proactive monitoring/observability, operational automation, and continuous service improvements while adhering to SLA/OLA and security/compliance (e.g., GDPR) standards.

Key Responsibilities: Incident & Problem Management

• 5–8 years total experience in application/production support, with 3+ years across Appian and AWS, and strong SQL/Data skills.
• Own and resolve L2/L3 incidents, service requests, and problems within SLA; drive root cause analysis (RCA) and implement permanent fixes.
• Create/run runbooks, SOPs, and knowledge articles; reduce repeat incidents via automation and preventive actions.
• Participate in on-call rotations and major incident bridges; communicate updates in German to business stakeholders.

• Monitor Appian Health Check, system logs, and resource utilization (engines, data servers, JMS, sites, nodes).
• Deploy Appian packages (versions, patches, hotfixes) across environments; validate design-time and runtime issues.
• Troubleshoot process models, integrations (APIs, web services, RPA), records, task queues, and IDP/document management flows.
• Work with developers to fix performance bottlenecks, stuck instances, and data sync issues.

• Operate and troubleshoot workloads on EC2, RDS/Aurora, S3, EFS, ELB/ALB, CloudWatch, CloudTrail, SNS/SQS, Lambda, VPC/IAM, Secrets Manager.
• Implement/monitor logging & observability (CloudWatch metrics/alarms, log insights, dashboards), backup/restore, patching, cost & tag hygiene.
• Support CI/CD pipelines (e.g., Git, Jenkins/GitLab CI, Code Pipeline), infrastructure-as-code (CloudFormation/Terraform – nice to have).

• Diagnose and optimize SQL (preferably PostgreSQL/MySQL/Aurora); query tuning, indexing, explain plans.
• Support data feeds/ETL (e.g., Glue/Athena or on-prem tools), batch jobs, API integrations, data quality checks, and recon.
• Ensure data privacy/compliance (GDPR), secure handling of PII, and proper access controls.

• Plan/execute changes with rollback strategies; maintain configuration baselines and environment parity.
• Track and report SLA/KPI compliance: MTTR, MTTD, incident volume, change success rate, problem elimination, availability.
• Partner with Dev/QA/Platform teams to prioritize stability, performance, scalability, and cost optimization.

• Deliver clear German status updates to business users and leadership during incidents and planned changes.
• Document post-incident reviews (PIR), RCAs, and improvement actions; maintain transparent backlog and timelines.

• 5+ years in application/production support with L2/L3 ownership.
• Hands-on Appian support (health checks, deployments, logs, process/integration troubleshooting).
• AWS operations proficiency (EC2, RDS, S3, VPC, IAM, CloudWatch, backups, patching, alarms).
• Strong SQL and data troubleshooting; familiarity with ETL/data pipelines and API integrations.
• Experience with ITIL processes (Incident/Problem/Change), on-call, and SLA-driven environments.
• Tools: ServiceNow/Jira, Confluence, Git, Jenkins/GitLab, Postman, Splunk/ELK/CloudWatch Logs.
• German B2/C1 and English communication skills.

• Appian Certified Associate/Designer (or higher).
• AWS Certified Solutions Architect – Associate (or similar).
• Scripting/automation with Python or Bash; Terraform/CloudFormation basics.
• Exposure to Appian Cloud operations, Kubernetes/EKS, Prometheus/Grafana, or DataOps.
• Knowledge of security controls (network/firewall/IAM), SSO/SAML/OAuth, and vulnerability remediation.

• Bachelor’s in computer science, Information Technology, or equivalent experience.

• Shift window: EU business hours with flexibility for releases; on-call rotation for P1/P2 incidents.
• Occasional travel to customer sites (as required).

• MTTR reduction and SLA adherence.
• Decrease in repeat incidents via problem management.
• Change success rate and zero-defect releases.
• Improved system performance and cost efficiency on AWS.
• Positive stakeholder satisfaction (CSAT/NPS).