Manager Software Development

Job Description:

ABOUT THE TEAM

Our Engineering team is revolutionizing how Appian resolves customer issues by building AI-powered diagnostic tools and internal platforms that dramatically reduce resolution time. We combine deep technical expertise with AI innovation to empower support engineers to identify root causes faster, ensuring our customers experience uninterrupted business-critical operations. This team operates with high autonomy and directly impacts customer satisfaction and retention across Appian's enterprise client base.

THE OPPORTUNITY

Appian is at an inflection point where intelligent automation meets customer success, and we need a technical leader who can architect and ship the next generation of diagnostic platforms. This role exists because our growing enterprise customer base demands faster, smarter issue resolution, and AI agents are the key to unlocking that scale. You will shape both the technical direction and the team culture while delivering tools that become essential to how Appian supports thousands of mission-critical deployments worldwide.

WHAT YOU'LL DO

Lead the design and delivery of a scalable AI-powered triage platform that reduces mean time to resolution by leveraging AI agents, LangChain frameworks, and intelligent diagnostics

Lead the engineering team building AI-powered diagnostic tools that cut customer issue resolution time in half while scaling a platform that empowers support engineers across the globe.

Architect quarterly releases of diagnostic tools on AWS infrastructure, balancing innovation velocity with production stability and security requirements

Build and grow a high-performing engineering team through effective people management, technical mentorship, and career development focused on AI and cloud-native technologies

Partner with Customer Success and Product leadership to translate support pain points into engineering roadmaps that drive measurable improvements in customer satisfaction

Drive technical excellence through hands-on code reviews in Python and AI frameworks while establishing engineering best practices for the team

Execute stakeholder management across engineering, product, and customer-facing teams to align priorities and communicate progress on platform capabilities

REQUIRED QUALIFICATIONS

Education: Hold a Bachelor's degree or higher in Computer Science, Computer Engineering, Data Science, Information Systems, or a related STEM field

Experience: 8+ years of experience in software engineering with at least 2+ years in engineering management or technical leadership roles

AI Fluency: Proven fluency in AI and LLMs, encompassing both the strategic development of AI-powered platform capabilities and the hands-on application of AI tools to accelerate daily workflows

Python Expertise: Strong proficiency in Python with demonstrated experience building production-grade applications and diagnostic tools

Cloud Infrastructure: Hands-on experience designing and deploying scalable systems on AWS with knowledge of cloud-native architectures

AI Agent Development: Experience building AI agents and working with frameworks such as LangChain or similar orchestration tools

People Leadership: Proven track record managing engineering teams, including hiring, performance management, and technical mentorship

Technical Collaboration: Active participation in code reviews and ability to balance hands-on technical contributions with leadership responsibilities

Stakeholder Management: Strong communication skills with experience managing cross-functional stakeholders and translating business needs into technical solutions

PREFERRED QUALIFICATIONS

Customer Support Domain: Experience building tools or platforms for customer support, site reliability, or operations teams

Diagnostic Systems: Background in observability, monitoring, troubleshooting tools, or root cause analysis platforms

Enterprise SaaS: Experience working in enterprise software companies with complex multi-tenant architectures

Ecosystem Experience: We value experience with enterprise platforms such as Salesforce or ServiceNow, as these skills translate well into our Enterprise-Grade Orchestration environment