Cloud Support Analyst

Hyland • Olathe, KS

19h • Hybrid

About The Position

The Cloud Support Analyst provides technical support for customers using Hyland’s Acuo VNA and NilRead enterprise imaging solutions. The role troubleshoots moderately complex application and technical issues, takes ownership of customer cases, communicates throughout the resolution process, and collaborates with internal teams and customer resources to resolve issues. The position primarily supports customers in on-premises environments while building knowledge to support an increasing number of cloud-hosted deployments.

Candidates should combine customer service and communication skills with technical troubleshooting ability across enterprise applications, Microsoft Windows Server, Microsoft SQL Server, networking, and related infrastructure. The position is based in Olathe, Kansas, with a hybrid arrangement requiring three days onsite per week. Up to 10% travel may be required.

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 perform the principal duties.
• Experience in a customer-facing technical support or service environment.
• Strong critical-thinking, analytical troubleshooting, and problem-solving skills.
• 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 executing established queries, interpreting results, and using database information to assist with application troubleshooting and technical investigation.
• Working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure.
• Strong organizational, multitasking, prioritization, and time-management skills.
• Strong oral and written communication skills.
• Strong customer-service skills and demonstrated ownership and accountability for customer issues.
• Ability to work in a fast-paced technical support environment, exercise sound judgment, and escalate appropriately based on complexity, severity, and customer impact.
• Willingness to travel up to 10% as required.

Nice To Haves

• Familiarity with healthcare imaging technologies and concepts such as DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows.
• Clinical PACS support experience, including supporting radiology and other imaging departments in an operational clinical setting.
• Experience working directly with Radiologists, Radiologic Technologists, and PACS administrators, and translating 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.
• 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.
• Familiarity with cloud infrastructure and technologies.
• CIIP, PARCA, or ARRT certifications.
• Departmental or enterprise experience in Cardiology, Encounter Workflow, Visible Light Imaging, Pathology, ER clinical patient workflow, inpatient/outpatient clinical workflow, or Telemedicine.

Responsibilities

• Troubleshoot and resolve moderately complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues using established tools, diagnostic procedures, documentation, and support processes, with minimal oversight.
• Communicate regularly and promptly with customers about issue status, investigation progress, service impact, next steps, and delays, while maintaining ownership and accountability for assigned cases.
• Respond to and triage inbound Acuo/NilRead support cases, assess severity and customer impact, investigate technical issues, and engage appropriate internal or customer resources to drive resolution.
• Use established Microsoft SQL Server queries and database diagnostic procedures to support troubleshooting, interpret results, identify potential software defects and recurring product issues, gather diagnostic evidence, and submit 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; escalate when additional expertise is required.
• Contribute to internal technical documentation and knowledge resources by documenting troubleshooting procedures, diagnostic findings, known issues, and resolutions.
• Follow applicable change-control and customer-environment procedures when performing or coordinating system changes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree