Senior Cloud Support Analyst

Hyland•Olathe, KS

1d•Hybrid

About The Position

The Senior Cloud Support Analyst provides advanced technical support for customers using Hyland's Acuo VNA and NilRead enterprise imaging solutions. The role independently troubleshoots complex application and technical issues, owns customer cases, communicates throughout the resolution process, and leads collaboration with internal teams and customer resources. The customer base operates primarily in on-premises environments, while the position also supports an increasing number of cloud-hosted deployments. The role requires technical expertise across enterprise applications, Microsoft Windows Server, Microsoft SQL Server, networking, and related infrastructure, along with a strong commitment to customer experience and team development. The position is based in Olathe, Kansas, with a hybrid arrangement requiring three onsite days 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.
Significant experience in a customer-facing technical support or service environment.
Strong critical-thinking, analytical troubleshooting, and problem-solving skills, including advanced software and application support and diagnostic skills and the ability to independently investigate complex technical issues through resolution.
Strong experience with Microsoft SQL Server or an equivalent relational database platform, including executing established queries and interpreting results to support application troubleshooting and technical investigation.
Strong 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.
Ability to mentor and coach team members, exercise sound judgment, and escalate appropriately based on complexity, severity, and customer impact.
Willingness and ability to travel up to 10% may be 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 while assessing severity based on patient-care impact.
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 independently resolve complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues using advanced diagnostic procedures, tools, and support processes.
Communicate proactively and promptly with customers about issue status, investigation progress, service impact, next steps, and delays, while retaining ownership and accountability for assigned cases and the customer support experience.
Lead triage and investigation of complex inbound Acuo/NilRead support cases, assess severity and customer impact, coordinate internal and customer resources, and escalate to engineering when necessary.
Use Microsoft SQL Server knowledge and database diagnostic procedures to troubleshoot complex issues, 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 and resolve issues involving Acuo, NilRead, NilNexus, Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems.
Mentor, coach, train, and provide feedback to team members.
Contribute to technical documentation and knowledge resources, follow change-control procedures, and improve support processes, team knowledge, and the customer experience.