Associate Cloud Support Analyst

OhioX; Olathe (KS); Hybrid; USD 47,000 - 53,000; Full time

Job summary

Hyland is seeking an Associate Cloud Support Analyst in Olathe, KS. You will troubleshoot Acuo VNA, NilRead, and PACSgear issues, own customer cases, and communicate progress throughout the resolution lifecycle.

The role involves Windows Server, SQL Server, networking, and cloud-oriented support as Hyland expands cloud deployments. You will work in a hybrid setup (3 days onsite per week) with opportunities to develop expertise across imaging workflows, databases, and enterprise infrastructure

Qualifications

• Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or related field or equivalent experience.
• Strong troubleshooting and problem-solving skills with clear communication.
• Experience with Windows Server, relational databases, networking, and enterprise application infrastructure; SQL Server preferred.
• Excellent oral and written communication with ability to explain technical concepts to non-technical users.
• Willingness to travel up to 10% as needed.

Responsibilities

• Troubleshoot Acuo VNA, NilRead, NilNexus, and PACSgear issues across applications, systems, databases, and networks.
• Provide regular, proactive communication to customers about issue status and resolution steps.
• Own and manage assigned support cases from triage to resolution with thorough documentation.
• Triage inbound support cases, assess severity, and coordinate internal or customer resources as needed.
• Use SQL Server queries and diagnostic procedures to support troubleshooting and analyze application behavior.
• Contribute to internal knowledge resources with documented findings and resolutions.

Skills

Windows Server

SQL Server

Networking

Troubleshooting

Customer service

Technical documentation

Communication

Case ownership

Azure/AWS cloud concepts

Education

Associate's degree or equivalent

Tools

Acuo VNA

NilRead

PACSgear

Job description

Associate Cloud Support Analyst

Job ID: 2026-14565

# of Openings: 1

Job Locations: Olathe KS

Category: Technical Support

Overview

Associate Cloud Support Analyst

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

About the Role

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.

Your Role Responsibilities? Here's What You'll Do.

• 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.

Role Essentials

• 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.

What We'd Like to See

• 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.

Pay Transparency

The base salary compensation range for this role is $47,396 – $52,653 per year. Actual compensation will be determined based on experience, qualifications, and other job-related factors in accordance with applicable laws.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

About Hyland Life

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.