[Hiring] Associate API Analyst @Hyland

Role Description

Hyland is looking for a technically skilled and customer-focused Associate API Analyst - CIC to join our support team. In this role, you will be responsible for fielding and resolving issues related to Hyland's APIs by using internal systems, troubleshooting tools, and established support processes. You will work closely with customers, partners, and internal departments while maintaining full ownership of every issue you handle.

If you're passionate about solving complex technical problems and delivering an outstanding customer experience, we'd love to hear from you.

Your Role Responsibilities? Here's What You'll Do.

• Troubleshoot and resolve API issues utilizing company systems, tools, and support processes; maintain accountability for customer requests with consistent follow-through to resolution.
• Provide regular and frequent communication with customers; ensure customers are fully aware of the status of their issues at all times.
• Assist customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root cause, and offering solutions; interact with clients via ticketing system, phone, video conference, email, or chat to ensure timely issue resolution, escalating as appropriate.
• Partner with internal technical teams including product management, engineering, DevOps, and cloud operations to resolve configuration/code issues, software bugs, performance concerns, and system failures.
• Compose internal documentation fully reflecting all activity related to the resolution of API support requests; document the knowledge base of recurring issues; contribute to improving documentation based on customer feedback.
• Participate in the after-hours on-call rotation; contribute to bug fixes to expedite issue resolution and reduce dependency on development team timelines.

Qualifications

• Associate's degree or equivalent experience
• Fluency in English
• At least 2 years of experience in Technical Support or Software Development
• Solid technical background including JavaScript, HTML, CSS, Docker, and Kubernetes technologies
• Metrics analysis and cloud environments (primarily AWS; Azure or GCP certification is desirable)
• DataDog/Dynatrace experience is desirable
• Ability to work through problems effectively and provide solutions
• Strong attention to detail and excellent organizational skills
• Ability to work in a flexible, fast-paced environment
• Ability to effectively communicate technical concepts both in writing and verbally
• Ability to provide strong customer service with demonstrated follow-through
• Comfortable joining customer calls to investigate and resolve issues
• Experience with Agile project management
• Up to 10% travel time required

Requirements

• JavaScript / HTML / CSS
• Docker & Kubernetes
• Amazon Web Services (AWS)
• Azure / GCP (desirable)
• DataDog / Dynatrace (desirable)
• Agile Project Management Tools
• Metrics Analysis Tools

Benefits

• AWS certification (Azure or GCP certification is a plus)
• Hands-on experience with DataDog or Dynatrace for monitoring and metrics analysis
• Experience contributing to knowledge base documentation and process improvements based on customer feedback
• Demonstrated ability to identify recurring issues and drive systemic solutions
• Demonstrated experience partnering with cross-functional technical teams including engineering, DevOps, and cloud operations to resolve complex issues
• Experience with after-hours on-call rotation
• Comfortable managing urgent escalations and time-sensitive customer issues with professionalism and composure
• Strong root-cause analysis skills
• Experience diagnosing and resolving issues in complex, distributed software and cloud-based environments