Senior Cloud Support Analyst

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

The Senior Cloud Support Analyst provides advanced technical support for customers utilizing Hyland's Acuo VNA and Nil Read enterprise imaging solutions. This role is responsible for independently troubleshooting complex application and technical issues, maintaining ownership of customer cases, communicating effectively throughout the resolution process, and leading cross-functional collaboration with internal teams and customer resources to drive issues to resolution.

This position supports a customer base operating primarily in on-premises environments, while serving as a senior technical resource for an increasing number of cloud-hosted deployments. Successful candidates will bring deep technical expertise across enterprise applications, Microsoft Windows Server, Microsoft SQL Server, networking, and related infrastructure — combined with a strong commitment to customer experience and team development.

• Troubleshoot and independently resolve complex Acuo VNA, Nil Read, Nil Nexus, and PACSgear Image Link application, system, database, connectivity, and medical imaging workflow issues — serving as a senior technical resource and utilizing advanced diagnostic procedures, tools, and support processes to drive issues to resolution.
• Provide proactive and timely communication to customers — 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 and the overall customer support experience.
• Lead the triage and investigation of complex inbound Acuo/Nil Read support cases — assessing severity and customer impact, performing in-depth technical investigation, coordinating appropriate internal and customer resources, and escalating to engineering when necessary.
• Leverage advanced Microsoft SQL Server knowledge and database diagnostic procedures to support complex troubleshooting — identifying potential software defects and recurring product issues, gathering comprehensive diagnostic evidence, and submitting well-documented defect cases for internal review.
• Collaborate with customers and internal technical teams to isolate and resolve complex issues across Acuo/Nil Read/Nil Nexus and dependent technologies — including Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems, while ensuring appropriate escalation and resolution.
• Mentor, coach, train, and provide feedback to team members — contributing to internal technical documentation and knowledge resources, following change-control procedures, and driving continuous improvements to support processes, team knowledge, and the overall customer experience.

• 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 significant experience in a customer-facing technical support or service environment.
• Strong critical-thinking, analytical troubleshooting, and problem-solving skills — with advanced software and application support and diagnostic skills, including the ability to independently analyze complex technical issues and drive them to resolution.
• Strong experience with Microsoft SQL Server or an equivalent relational database platform — including the ability to execute established queries, interpret results, and leverage database information to support complex application…