Senior Cloud Support Analyst

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $52.2k - $67.2k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 independently resolve complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues • Serve as a senior technical resource using advanced diagnostic procedures, tools, and support processes • Provide proactive and timely customer communication about issue status, investigation progress, service impact, next steps, and resolution delays • Maintain ownership and accountability for assigned cases and the overall customer support experience • Lead triage and investigation of complex inbound Acuo/NilRead support cases • Assess severity and customer impact, perform in-depth technical investigations, coordinate internal and customer resources, and escalate to engineering when necessary • Use advanced Microsoft SQL Server knowledge and database diagnostic procedures for complex troubleshooting • 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 and resolve issues across Acuo/NilRead/NilNexus and dependent technologies • Work with Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems • Mentor, coach, train, and provide feedback to team members • Contribute to technical documentation and knowledge resources • Follow change-control procedures and improve support processes, team knowledge, and customer experience

🎯 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 • Significant experience in a customer-facing technical support or service environment • Strong critical-thinking, analytical troubleshooting, and problem-solving skills • Advanced software and application support and diagnostic skills • Strong experience with Microsoft SQL Server or an equivalent relational database platform • Ability to execute established queries, interpret results, and use database information for troubleshooting • Strong 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 • Ability to mentor and coach team members and escalate appropriately • Up to 10% travel may be required • Familiarity with healthcare imaging technologies and concepts including DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows • Clinical PACS support experience preferred • Experience working directly with Radiologists, Radiologic Technologists, and PACS administrators • Familiarity with PACS/VNA integration points with RIS, EHR, and reporting systems, including HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles • Understanding of diagnostic display calibration, window/level presets, compression, key images, annotations, and presentation states • 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 preferred • Departmental or enterprise experience in Cardiology, Encounter Workflow, Visible Light Imaging, Pathology, ER clinical patient workflow, inpatient/outpatient clinical workflow, or Telemedicine preferred

🏖️ Benefits

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