Cloud Support Analyst

Location: Olathe, Kansas Work Arrangement: Hybrid – 3 days onsite per week

The Cloud Support Analyst provides technical support for customers utilizing Hyland's Acuo VNA and Nil Read 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.

• Troubleshoot and resolve moderately complex Acuo VNA, Nil Read, Nil Nexus, and PACSgear Image Link 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/Nil Read 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/Nil Read/Nil Nexus 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.

• 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 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…