Appian Support Engineer (L2/L3) – Appian, AWS & Data (German Speaking) – CONTRACT – REMOTE

Ref: #75040Job Title – AppianSupport Engineer (L2/L3) – Appian, AWS & Data (German‑Speaking)Location - Germany / EU-friendly time zone (Remote)German (B2/C1) required for customer/stakeholder interactions.English : C1/C2.Role SummarySupport 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 ResponsibilitiesIncident & Problem Management5–8 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.Appian Support (On‑Prem/Cloud)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.AWS OperationsOperate 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).Data & IntegrationsDiagnose 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.Change, Release & Service QualityPlan/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.Stakeholder CommunicationDeliver 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.Must‑Have Qualifications5+ 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.Nice‑to‑HaveAppian 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.EducationBachelor’s in computer science, Information Technology, or equivalent experience.Work ConditionsShift window: EU business hours with flexibility for releases; on‑call rotation for P1/P2 incidents.Occasional travel to customer sites (as required).KPIs / Success MeasuresMTTR 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).Please call Matt on or email