Associate Cloud Support Analyst

Associate Cloud Support Analyst

Job ID: | Openings: 1 | Location: Remote - Brazil | Category: Cloud Operations

Overview

Location: Remote – Brazil

Work Arrangement: Hybrid – 5 days per week in office during training; 2–3 days per week once training is complete

About This Role

Hyland is looking for a technically curious and customer-focused Cloud Support Analyst to join our team. In this role, you will respond to and resolve customer requests for assistance with technical issues related to their solution. You’ll troubleshoot issues, maintain ownership of customer cases, and ensure clear and consistent communication throughout the resolution process.

Responsibilities

• Troubleshoot and resolve basic issues utilizing company systems, utilities, and support processes with assistance and direct oversight from team members.
• Provide regular and frequent communication to customers with oversight, ensuring customers are fully advised of the progress or any delays in the resolution of their issue.
• Maintain ownership and accountability for customer requests, following through consistently until resolution is achieved.
• Monitor and pick up support cases from customers requesting assistance via internal company systems; identify and submit software defect cases to the internal team for review.
• Respond to inbound calls for products to support process or production‐down needs; create cases and route to the proper queue accordingly.
• Contribute to internal documentation to fully reflect all activity related to the resolution of support requests, adhering to the Change Control Policy for Cloud environments.

Role Essentials

• Associate's degree in Business or a related field, or an equivalent combination of education and experience sufficient to perform the principal duties.
• Experience in a customer service environment; strong customer service skills with a professional and approachable demeanor.
• Critical thinking, problem‑solving, organizational, multi‑tasking, and time‑management skills; ability to thrive in a fast‑paced environment with strong attention to detail.
• Clear oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others both internally and externally.
• Ability to use sound judgment and appropriately elevate issues for guidance; sharp, fast learner with genuine technology curiosity and aptitude.

What We’d Like to See

• Collaboration skills applied successfully within a team as well as across other areas of the organization.
• Demonstrated ability to self‑direct learning and quickly develop familiarity with new tools, platforms, and processes.
• Experience in a technical support or cloud‑based support environment.
• Ability to communicate with ease and clarity using a style appropriate to the subject and the audience.
• Strong attention to detail with the ability to contribute to internal documentation and maintain thorough, accurate case records.

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.