Managed Services Engineer (Appian)

Roboyo is not a typical technology consultancy. We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.

We started as pioneers. Today, we are the world’s largest specialist Intelligent Automation company and remain at the cutting edge. Our growth, success, and contribution to the success of our clients are a result of one thing – our people.

We are united by our purpose, to take what’s possible to the next level – for our clients, our business, and for each other.

At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.

As a Managed Services Engineer, you'll be the go-to expert for escalated support requests, driving resolutions, collaborating with cross-functional teams, and contributing to continuous improvements. If you thrive in a fast-paced environment, enjoy tackling technical puzzles, and are looking to grow your career with a team that values innovation and teamwork, this is the role for you!

While our preferred location for this role is Brisbane, we’re also open to considering candidates based in Melbourne, Sydney, or Adelaide.

What You’ll Do:

• Diagnose and resolve Level 2 support requests, working directly on complex issues escalated from Level 1 and ensuring timely, high-quality solutions that meet client expectations.
• Collaborate on system changes, enhancements, and new developments for clients following best practices and ensuring quality through testing and code reviews.
• Support the L1 team during high-volume periods, helping agents resolve requests efficiently while sharing knowledge to build team capability.
• Maintain clear, up-to-date documentation, including updating developer notes, runbooks, and client tickets with progress and resolution details.
• Ensure adherence to service level agreements by proactively managing ticket queues, providing daily updates, and following up with clients to confirm resolution satisfaction.
• Work closely with lead and senior engineers, assisting in test planning, solution validation, and covering responsibilities when senior team members are unavailable.

What We’re Looking For:

• Minimum 2 years of experience in IT support, managed services, or a similar technical role.
• Candidates with hands-on experience in Appian and relevant Appian certifications will be given priority.
• A Bachelor’s degree in IT, Computer Science, or related field is highly valued.
• Strong problem-solving mindset and the ability to communicate technical concepts clearly.
• Familiarity with support processes, ticketing systems, and service level agreements.
• Team player with a passion for learning and supporting others.
  

Why Join Us?

You'll be part of a collaborative, forward-thinking company that values your growth. We offer opportunities to work with cutting-edge technologies, learn from experienced professionals, and make a meaningful impact for our clients.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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