Associate Cloud Support Analyst

Location:Hyderabad India Hybrid(3 days per week in office)

About This Role

Hyland is seeking an Associate Cloud Support Analyst to provide first-level technical support for our cloud-based this role you will respond to customer requests troubleshoot basic issues and ensure accurate case handling through clear communication and adherence to cloud support processes. If youre a detail-oriented customer-focused professional eager to grow your cloud support skills in a collaborative environment wed love to hear from you.

Your Role Responsibilities Heres What Youll Do.

• Troubleshoot and resolve basic technical issues using established tools systems and support processes under guidance; escalate issues effectively when resolution requires additional expertise or approval.
• Manage assigned support cases ensuring timely follow-up accurate resolution and clear communication of case status and next steps to customers.
• Respond to inbound support requests and production-impacting issues; create and route cases appropriately to ensure prompt resolution.
• Identify and submit potential software defects to internal teams for review documenting troubleshooting steps actions taken and outcomes in support systems.
• Follow cloud change control and operational policies supporting team workflows by monitoring queues and picking up cases as assigned.
• Apply sound judgment to escalate issues appropriately collaborating with team members to ensure customer needs are addressed efficiently and effectively.

Role Essentials

• Bachelors degree in a related field or equivalent experience with 1 years of experience in Technical Support and AWS Cloud Platform environments.
• Experience in a customer service or technical support environment with a customer-focused mindset and strong attention to detail and case documentation accuracy.
• Basic technical aptitudewith a willingness to learn cloud technologies and strong problem-solving and critical-thinking skills.
• Clear written and verbal communication skills with the ability to communicate case status and next steps effectively to customers and internal stakeholders.
• Ability to manage multiple tasksin a fast-paced environment using sound judgment to prioritize and escalate issues appropriately.

What Wed Like to See (Preferred Skills)

• Familiarity with AWS cloud environmentsand monitoring tools such as DataDog or Dynatrace.
• Experience with metrics analysisand the ability to interpret data to drive informed support decisions.
• Demonstrated ability to learn new tools processes and technologies quicklyin a dynamic evolving environment.
• Strong organizational skillswith the ability to manage multiple cases and priorities simultaneously without sacrificing quality or accuracy.
• Ability to collaborate effectivelywithin a team environment while maintaining professionalism with internal and external stakeholders.

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 Hylands 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 Hylands platform and services please visit .

#HylandLife

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

The #HylandLife hashtag encompasses our employeecentric 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 weve grown to a company of nearly 4000 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.