Job description

Cloud Support Analyst 📍 Location: Remote, USA 💻 Work Arrangement: Remote About the Role 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 — utilizing established tools, diagnostic procedures, documentation, and support processes. • 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, while maintaining full ownership and accountability for assigned cases. • 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 to drive issues through to resolution. • Utilize established Microsoft SQL Server queries and database diagnostic procedures to support troubleshooting — interpreting results, identifying potential software defects and recurring product issues, gathering relevant diagnostic evidence, and submitting well-documented defect cases for internal review. • Collaborate with customers and internal technical teams to isolate issues across Acuo/NilRead/NilNexus and dependent technologies — including Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems, escalating appropriately when additional expertise is required. • Contribute to internal technical documentation and knowledge resources — documenting troubleshooting procedures, diagnostic findings, known issues, and resolutions, while following applicable change-control and customer-environment procedures when performing or coordinating system changes. Role Essentials • Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field — or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the position, with experience in a customer-facing technical support or service environment. • 3–5 years of experience in a customer-facing technical support, IT support, or service environment • Strong critical-thinking, analytical troubleshooting, and problem-solving skills — with strong software and application support and diagnostic skills, including the ability to analyze moderately complex technical issues and identify appropriate next steps with minimal oversight. • Experience with Microsoft SQL Server or an equivalent relational database platform — including the ability to execute established queries, interpret results, and use database information to assist with application troubleshooting and technical investigation. • Working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure — with strong organizational, multitasking, prioritization, and time-management skills and strong oral and written communication skills. • Strong customer-service skills with demonstrated ownership and accountability for customer issues — with the ability to thrive in a fast-paced technical support environment, exercise sound judgment, and escalate appropriately based on complexity, severity, and customer impact, with up to 10% travel may be required. What We'd Like to See • Familiarity with healthcare imaging technologies and concepts such as DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows — with clinical PACS support experience preferred, including supporting radiology and other imaging departments in an operational clinical setting. • Experience working directly with Radiologists, Radiologic Technologists, and PACS administrators — with the ability to translate clinical workflow concerns into structured technical troubleshooting steps. • Familiarity with integration points between PACS/VNA and RIS, EHR, and reporting systems — including HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles, with understanding of image display considerations such as diagnostic display calibration, window/level presets, compression, key images, annotations, and presentation states. • Working knowledge of Hyland Acuo VNA, NilRead, PACSgear, healthcare imaging applications, EMR/EHR, RIS, dictation, or comparable enterprise software applications — with familiarity with cloud infrastructure and technologies as Hyland cloud deployments continue to evolve. • CIIP, PARCA, or ARRT certifications — with departmental or enterprise experience in Cardiology, Encounter Workflow, Visible Light Imaging, Pathology, ER clinical patient workflow, inpatient/outpatient clinical workflow, or Telemedicine preferred. Pay Transparency 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. About Hyland 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, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com . © Hyland. All rights reserved. About Hyland Life #HylandLife Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform . Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work. The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities . We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them. Equal Opportunity Statement Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.

Requirements

Must-haves

Cloud Support Analyst
Location: Remote, USA 💻 Work Arrangement: Remote
Your Role Responsibilities? Here's What You'll Do.
Role Essentials
3–5 years of experience in a customer-facing technical support, IT support, or service environment
What We'd Like to See
Experience working directly with Radiologists, Radiologic Technologists, and PACS administrators — with the ability to translate clinical workflow concerns into structured technical troubleshooting steps.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

sqlai

Platform: icims
Effort: medium