[Hiring] Senior Cloud Support Analyst @Hyland

Role Description

The Senior Cloud Support Analyst provides advanced technical support for customers utilizing Hyland's Acuo VNA and NilRead enterprise imaging solutions. This role is responsible for independently troubleshooting complex application and technical issues, maintaining ownership of customer cases, communicating effectively throughout the resolution process, and leading cross-functional collaboration with internal teams and customer resources to drive issues to resolution.

This position supports a customer base operating primarily in on-premises environments, while serving as a senior technical resource for an increasing number of cloud-hosted deployments. Successful candidates will bring deep technical expertise across enterprise applications, Microsoft Windows Server, Microsoft SQL Server, networking, and related infrastructure — combined with a strong commitment to customer experience and team development.

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

• Troubleshoot and independently resolve complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues.
• Provide proactive and timely communication to customers, ensuring they remain informed of issue status, investigation progress, service impact, next steps, and delays to resolution.
• Lead the triage and investigation of complex inbound Acuo/NilRead support cases, assessing severity and customer impact.
• Leverage advanced Microsoft SQL Server knowledge and database diagnostic procedures to support complex troubleshooting.
• Collaborate with customers and internal technical teams to isolate and resolve complex issues across Acuo/NilRead/NilNexus and dependent technologies.
• Mentor, coach, train, and provide feedback to team members, contributing to internal technical documentation and knowledge resources.

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.
• Strong experience with Microsoft SQL Server or an equivalent relational database platform.
• Strong working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure.
• Strong customer-service skills with demonstrated ownership and accountability.

Requirements

• Up to 10% travel may be required.

Benefits

• Base salary compensation range: $52,164 – $67,194 per year.
• Actual compensation will be determined based on experience, qualifications, and other job-related factors.

Company Description

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

• Trusted by thousands of organizations worldwide, including many of the Fortune 100.
• Hyland's solutions create the foundation for a connected, agentic enterprise.