{"id":2532502,"url":"https://alion.io/job/hyland-software-cloud-support-analyst","title":"Cloud Support Analyst","company":{"id":179478,"name":"Hyland Software","domain":"hyland.com","url":"https://alion.io/company/hyland-software","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Olathe, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":54574,"max":61777,"currency":"USD","period":"year","gross":null,"usd_annual":61777},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"MS SQL","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-14T13:13:22Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T23:58:23Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nCloud Support Analyst\nLocation: Olathe, Kansas Work Arrangement: Hybrid - 3 days onsite per week\nAbout the Role\nThe Cloud Support Analyst provides technical support for customers utilizing Hyland's Acuo VNA and NilRead 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.\nThis 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.\nYour Role Responsibilities? Here's What You'll Do.\nTroubleshoot and resolve moderately complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues with minimal oversight - utilizing established tools, diagnostic procedures, documentation, and support processes.\nProvide 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.\nRespond to and triage inbound Acuo/NilRead 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.\nUtilize 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.\nCollaborate with customers and internal technical teams to isolate issues across Acuo/NilRead/NilNexus and dependent technologies - including Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems, escalating appropriately when additional expertise is required.\nContribute 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.\nRole Essentials\nAssociate'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.\nStrong 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.\nExperience 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.\nWorking knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure - with strong organizational, multitasking, prioritization, and time-management skills and strong oral and written communication skills.\nStrong customer-service skills with demonstrated ownership and accountability for customer issues - with the ability to thrive in a fast-paced technical support environment, exercise sound judgment, and escalate appropriately based on complexity, severity, and customer impact, with up to 10% travel may be required.\nWhat We'd Like to See\nFamiliarity with healthcare imaging technologies and concepts such as DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows - with clinical PACS support experience preferred, including supporting radiology and other imaging departments in an operational clinical setting.\nExperience working directly with Radiologists, Radiologic Technologists, and PACS administrators - with the ability to translate clinical workflow concerns into structured technical troubleshooting steps.\nFamiliarity with integration points between PACS/VNA and RIS, EHR, and reporting systems - including HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles, with understanding of image display considerations such as diagnostic display calibration, window/level presets, compression, key images, annotations, and presentation states.\nWorking knowledge of Hyland Acuo VNA, NilRead, PACSgear, healthcare imaging applications, EMR/EHR, RIS, dictation, or comparable enterprise software applications - with familiarity with cloud infrastructure and technologies as Hyland cloud deployments continue to evolve.\nCIIP, PARCA, or ARRT certifications - with departmental or enterprise experience in Cardiology, Encounter Workflow, Visible Light Imaging, Pathology, ER clinical patient workflow, inpatient/outpatient clinical workflow, or Telemedicine preferred.\nPay Transparency\nThe base salary compensation range for this role is $54,574 - $61,777 per year. Actual compensation will be determined based on experience, qualifications, and other job-related factors in accordance with applicable laws.\nAbout Hyland\nHyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.\nTrusted 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.\n© Hyland. All rights reserved.\nAbout Hyland Life\nSince 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.\nThe #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.\nAs 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.\nEqual Opportunity Statement\nHyland 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.","description_format":"text","description_chars":7904,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","CMS & Digital Experience Platforms"],"lifecycle":[{"event":"open","at":"2026-10-14T13:13:22Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 8 · green card filings: 1","filings_12m":8,"filings_prev_12m":5,"green_card_filings_12m":1,"median_offered_wage_usd":154167,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":10,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T03:37:59Z"},"pay":{"stated_usd_annual":61777,"is_top_pay":false},"html_url":"https://alion.io/job/hyland-software-cloud-support-analyst","json_url":"https://alion.io/job/hyland-software-cloud-support-analyst.json","meta":{"generated_at":"2026-10-15T03:37:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5056,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179478},"rest":"https://alion.io/mcp/rest/get_company?id=179478"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhyland-software-cloud-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhyland-software-cloud-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhyland-software-cloud-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hyland-software-cloud-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhyland-software-cloud-support-analyst"}]}