Cloud Support Analyst

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $54.6k - $61.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Troubleshoot and resolve moderately complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues • Provide regular and timely customer communication about issue status, investigation progress, service impact, next steps, and delays • Respond to and triage inbound Acuo/NilRead support cases • Assess severity and customer impact, perform technical investigations, and engage internal or customer resources to drive resolution • Execute established Microsoft SQL Server queries and database diagnostic procedures • Interpret database results, identify potential software defects and recurring product issues, gather diagnostic evidence, and submit documented defect cases • Collaborate with customers and internal technical teams to isolate issues across enterprise imaging applications and dependent technologies • Document troubleshooting procedures, diagnostic findings, known issues, and resolutions • Follow change-control and customer-environment procedures when performing or coordinating system changes

🎯 Requirements

• Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field, or an equivalent combination of education and experience • Experience in a customer-facing technical support or service environment • Strong critical-thinking, analytical troubleshooting, and problem-solving skills • Software and application support and diagnostic skills • Experience with Microsoft SQL Server or an equivalent relational database platform • Working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure • Strong organizational, multitasking, prioritization, and time-management skills • Strong oral and written communication skills • Strong customer-service skills with ownership and accountability for customer issues • Ability to work in a fast-paced technical support environment and escalate appropriately • Up to 10% travel may be required • Familiarity with healthcare imaging technologies including DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows • Experience with Radiologists, Radiologic Technologists, and PACS administrators • Familiarity with RIS, EHR, HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles • Working knowledge of Hyland Acuo VNA, NilRead, PACSgear, healthcare imaging applications, EMR/EHR, RIS, dictation, or comparable enterprise software applications • Familiarity with cloud infrastructure and technologies • CIIP, PARCA, or ARRT certifications are preferred • Clinical PACS support experience and departmental or enterprise experience in specified healthcare workflows are preferred

🏖️ Benefits

• Career development resources • Wellbeing programs • Innovation practices • Inclusive workplace culture • Employee initiatives and community giving campaigns