Senior Manager, Solution Engineering

Appian Corporation; Sevilla; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A leading software company in Sevilla is seeking an experienced Senior Manager of Solution Engineering to lead a team of engineers responsible for providing technical support and cloud services to key customers. This role involves mentoring teams, coordinating issue resolutions, and ensuring customer satisfaction. Candidates should have over 10 years of experience in technical support with strong leadership skills.

Formación

• 10+ years of experience leading technical support or solution engineering teams.
• 8+ years of experience managing escalations and resolving complex customer issues.
• Strong familiarity with service management tools and best practices.

Responsabilidades

• Lead, mentor, and develop a team of Lead Solution Engineers.
• Support Lead Engineers in managing customer relationships and escalations.
• Collaborate with support teams to manage critical incidents.

Conocimientos

Leadership

Problem-solving

Technical Support

Communication

Herramientas

Service management tools

Descripción del empleo

Overview

We are seeking an experienced Senior Manager 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. 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 mentor the broader EMEA 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

• 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.
• Field Partnership: 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.

Qualifications

• 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.

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]

Equal Employment Opportunity - 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.