Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.
About the Role
We are seeking an experienced Director of Solution Engineering to lead a team of Lead Solution Engineers responsible for providing white glove Technical Support and Appian Cloud services to Appian’s most important customers. This role plays a crucial part in delivering outstanding customer support throughout the development, deployment, and production use of the Appian platform.
The ideal candidate has a deep technical background, a knack for creative problem-solving, and proven leadership skills. In this role, you will be responsible for the overall success and development of your team, as well as the technical health of the accounts they serve. You will act as an escalation point for your team and for Appian's leadership on critical technical issues, coordinating a response across multiple departments and ensuring seamless communication with our customers, including C-Level executives.
You will also act as a mentor for the broader APJ Solution Engineering team, helping to define best practices, contribute to our technical knowledge base, and mentor engineers at all levels. This is a unique opportunity to lead a team that is vital to Appian's customer relationships and long-term growth.
Key Responsibilities
People Leadership- Lead, mentor, and develop a team of Lead Solution Engineers accountable for driving customer satisfaction and success across their assigned accounts.
- Support Lead Engineers in managing customer relationships, handling escalations, and coordinating cross-functional dependencies, while ensuring balanced workload distribution.
- Collaborate with specialized support teams and engineering stakeholders to manage critical incidents and ensure timely resolution.
- Conduct regular performance reviews, providing clear, constructive feedback to foster continuous growth and accountability.
- Drive professional development through coaching, mentoring, and structured career planning, aligned with both individual aspirations and business goals.
- Oversee team operations including account assignments, availability planning (PTO), and expense management.
- Lead onboarding sessions for new customers to ensure a smooth transition and strong initial engagement.
- Own the coordination of Appian’s response during escalated customer incidents, ensuring timely, transparent communication with both internal and external stakeholders.
- Ensure customers realize ongoing value from the Lead Engineer service by monitoring engagement health and proactively addressing risks.
- Collaborate closely with Sales teams to position and articulate the value of Appian’s Success Plans to prospects and existing customers.
- Serve as the primary point of escalation for Sales and Customer Success leadership within the region, including engagement with c-level executives.
- Proactively engage with account teams and internal stakeholders to address customer challenges and ensure alignment across functions.
- Identify opportunities for expanded product or service adoption, and partner with account teams to drive those initiatives.
- 10+ years of experience leading technical support or solution engineering teams.
- 8+ years of experience successfully managing escalations and resolving complex customer issues, both internally and externally.
- Strong familiarity with service management tools, monitoring systems, and best practices for documentation.
- Exceptional leadership, coaching, and interpersonal communication skills.
- Experience managing international customer communications and escalations, including availability for off-hours engagement when necessary.
Tools and Resources
- Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.
- Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
- Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.
About Appian
Appian is a software company that automates business processes. The Appian AI-Powered Process Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operations—resulting in better growth and superior customer experiences. For more information, visit appian.com. [Nasdaq: APPN]
Follow Appian: LinkedIn.
Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.
Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected]. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
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Appian Corporation Sydney, New South Wales, AUS Office
Level 42 25 Martin Place, Sydney, New South Wales, Australia, 2000
