[Hiring] Cloud Support Analyst @Hyland

Role Description

The Cloud Support Analyst provides technical support for customers utilizing Hyland's Acuo VNA and NilRead enterprise imaging solutions. This role is responsible for troubleshooting moderately complex application and technical issues, maintaining ownership of customer cases, communicating effectively throughout the resolution process, and collaborating with internal teams and customer resources to resolve issues.

This position supports a customer base operating primarily in on-premises environments, while developing the knowledge and skills necessary to support an increasing number of cloud-hosted deployments. Successful candidates will combine strong customer service and communication skills with technical troubleshooting abilities across enterprise applications, Microsoft Windows Server, Microsoft SQL Server, networking, and related infrastructure.

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

• Troubleshoot and resolve moderately complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues with minimal oversight.
• Provide regular and timely communication to customers with minimal oversight — ensuring customers remain informed of issue status, investigation progress, service impact, next steps, and delays to resolution.
• Respond to and triage inbound Acuo/NilRead support cases — assessing severity and customer impact, performing technical investigation, and engaging appropriate internal or customer resources when necessary.
• Utilize established Microsoft SQL Server queries and database diagnostic procedures to support troubleshooting — interpreting results, identifying potential software defects and recurring product issues.
• Collaborate with customers and internal technical teams to isolate issues across Acuo/NilRead/NilNexus and dependent technologies.
• Contribute to internal technical documentation and knowledge resources — documenting troubleshooting procedures, diagnostic findings, known issues, and resolutions.

Qualifications

• Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field — or an equivalent combination of education and experience.
• Strong critical-thinking, analytical troubleshooting, and problem-solving skills.
• Experience with Microsoft SQL Server or an equivalent relational database platform.
• Working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure.
• Strong customer-service skills with demonstrated ownership and accountability for customer issues.

Requirements

• Ability to thrive in a fast-paced technical support environment.
• Exercise sound judgment and escalate appropriately based on complexity, severity, and customer impact.
• Up to 10% travel may be required.

Benefits

• The base salary compensation range for this role is $54,574 – $61,777 per year.
• Actual compensation will be determined based on experience, qualifications, and other job-related factors in accordance with applicable laws.