Partner Support Associate (PSA)

Hyland; United States; Remote; USD 19,000 - 23,000; Full time

Benefits offered by this job

Fully remote

Flexible hours

EAP

Wellbeing support

Learning Management System

Lifestyle Spending Account

Eyeglasses reimbursement

Country-specific benefits

Job summary

Hyland is seeking a Partner Support Associate to serve as the first-line contact for Hyland partners across Europe. The role involves handling onboarding, portal access, deal registration, and program inquiries while building knowledge articles and AI agent aids for partner-facing teams.

Candidate should have strong English communication skills (C1) and a proactive, collaborative mindset. The position offers fully remote work with country-specific benefits and a focus on data-driven improvements.

Qualifications

• Bachelor's degree or equivalent practical experience in business, information systems, data analytics, communications, or related field.
• Strong written and verbal English communication at C1 level.
• Experience with onboarding, portal access, deal registration, program requirements and benefits.
• Hands-on experience building or testing AI agents, chatbots, or assistants.

Responsibilities

• Serve as the first line of support and subject matter expert for partner inquiries.
• Triage and route complex requests with context and record interactions in CRM systems.
• Build, configure, test, launch, and maintain AI agents supporting partners.
• Create FAQs, how-to guides, and knowledge articles for partner resources.
• Track case volume and dashboard metrics to identify friction points and improvements.
• Support onboarding checklists, compliance, and partner communications.

Skills

English proficiency

Strong communication

Organization

AI agents

Excel

Self-starter

Spanish language

Education

Bachelor's degree or equivalent

Tools

Salesforce

Partner Central

Power BI

Job description

Partner Support Associate (PSA)

Job Details

• Job ID: 2026-14587
• # of Openings: 1
• Job Locations: Remote - Spain
• Additional Locations: ES-Madrid | PL-Warszawa
• Category: Sales - Account/Territory Management
• Hiring Range: PLN zł75,000.00/Yr. To PLN zł90,000.00/Yr.

Overview

Location: Spain | Poland | Remote

The Partner Support Associate is the first point of contact for Hyland partners with questions about the partner program and how to do business with Hyland. This early-career role provides accurate, responsive support across the partner lifecycle, routes complex issues to the right teams, and follows them through to resolution. The associate also turns recurring questions into self-service resources and uses support data to identify ways to simplify the partner experience.

Your Role Responsibilities — Here's What You'll Do

• Serve as the first line of support and partner program subject matter expert for internal and external inquiries, resolving standard requests related to onboarding, portal access, deal registration, program requirements and benefits, certification, enablement, and program policies.
• Triage and route complex requests with complete context, set clear expectations, retain ownership through resolution, and accurately record partner interactions in Salesforce or Partner Central.
• Build, configure, test, launch, and maintain AI agents that support partners and partner-facing teams, keeping knowledge sources current, monitoring answer quality and adoption, and recommending new agent use cases based on support trends and feedback.
• Convert recurring questions into clear FAQs, how-to guides, short videos, knowledge articles, and templates, publishing and maintaining partner-facing content in Partner Central and Highspot while keeping internal support documentation current.
• Track case volume, categories, response times, and outcomes, maintaining simple dashboards and identifying recurring friction points to recommend process, content, or system improvements based on support data and partner feedback.
• Support data quality in Salesforce and Partner Central, and assist with onboarding checklists, compliance tracking, partner communications, and program launch readiness.

Role Essentials

• Bachelor's degree in business, information systems, data analytics, communications, or a related field, or equivalent practical experience. Previous relevant experience, including internships, is a plus.
• Strong written and verbal English communication skills, with a minimum C1 level, combined with a service-oriented approach, sound judgment, and excellent attention to detail.
• Ability to organize a steady volume of work, explain processes clearly, and maintain accurate records across multiple systems and partner interactions.
• Hands-on experience building or testing AI agents, chatbots, or assistants, including prompt design, knowledge sources, and answer quality evaluation.
• Comfort with Excel and basic reporting, with the ability to support data quality and contribute to operational dashboards and program tracking.

What We'd Like to See

• Experience with low-code forms or workflow tools, CRM or case-management systems such as Salesforce, partner ecosystems, channel programs, or B2B software environments.
• Experience with Power BI or a similar data visualization and reporting tool.
• Proficiency in an additional language, ideally Spanish, to support regional partner coverage across EMEA.
• Demonstrated ability to collaborate across functions without direct authority and communicate clearly with partners across regions and cultures.
• A proactive, self-starter mindset with the ability to take ownership of tasks, manage competing priorities, and drive issues through to resolution.

Benefits

Flexibility

• Fully remote work
• Flexible working hours

Health & Support

• Employee Assistance Program
• Health and wellbeing support

Learning & Development

• Learning Management System
• Lifestyle Spending Account
• Eyeglasses reimbursement

Additional Country-Specific Benefits In addition to our global benefits, employees receive country-specific benefits tailored to local market practices and regulations

Pay Transparency

• Poland: PLN 6,250-7500 gross per month on a contract of employment (Umowa o Pracę)
• Spain: €25,000-€35,000 annually

The posted pay range represents the company's good faith estimate for this role. Actual compensation may differ based on relevant experience, skills, education, and work.

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. © Hyland. All rights reserved.

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.

#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.