Associate Cloud Support Analyst

Hyland•Olathe, CO

2d•$47,396 - $52,653•Hybrid

About The Position

The Associate Cloud Support Analyst provides technical support for customers utilizing Hyland's Acuo VNA and NilRead enterprise imaging solutions. This role is responsible for troubleshooting 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.

Requirements

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.
Strong critical-thinking, analytical troubleshooting, and problem-solving skills — with strong software and application support and diagnostic skills, including the ability to analyze technical issues and identify appropriate next steps with guidance.
Working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure — with familiarity with Microsoft SQL Server or an equivalent relational database platform preferred.
Strong organizational, multitasking, prioritization, and time-management skills — with strong oral and written communication skills and the ability to communicate technical information clearly to both technical and nontechnical audiences.
Strong customer-service skills with demonstrated ownership and accountability — with the ability to thrive in a fast-paced technical support environment and effectively manage changing priorities, with up to 10% travel may be required.

Nice To Haves

Familiarity with healthcare imaging technologies and concepts such as DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows — with clinical PACS support experience preferred.
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.
Demonstrated technical aptitude, curiosity, and ability to quickly learn new applications, technologies, and troubleshooting methodologies — with familiarity with cloud infrastructure and technologies as Hyland cloud deployments continue to evolve.
CIIP, PARCA, or ARRT certifications — with working knowledge of Hyland Acuo VNA, NilRead, PACSgear, or comparable enterprise imaging software applications preferred.

Responsibilities

Troubleshoot and resolve Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues — utilizing established tools, diagnostic procedures, documentation, and support processes with guidance from senior team members.
Provide regular and timely communication to customers — ensuring customers remain informed of issue status, investigation progress, service impact, next steps, and delays to resolution throughout the support lifecycle.
Maintain ownership and accountability for assigned customer requests and incidents — driving issues through investigation, escalation, and resolution while ensuring appropriate follow-through and accurate case documentation.
Respond to and triage inbound Acuo/NilRead support cases — assessing severity and customer impact, performing initial 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 and identifying information relevant to application behavior, processing, and customer issues.
Contribute to internal technical documentation and knowledge resources — documenting troubleshooting procedures, diagnostic findings, known issues, and resolutions to improve support effectiveness and team knowledge, while continuously expanding technical and clinical workflow knowledge.