Associate Cloud Support Analyst - Alfresco

Overview Cloud Support Analyst Location: Hyderabad, India Work Arrangement: Hybrid | 3 Days in Office, 2 Days Remote About the Role Hyland is seeking a Cloud Support Analyst to join our support team, responsible for responding to and resolving customer requests for technical issues related to their solutions. In this role, you will serve as a key point of contact for customers — maintaining ownership of support cases from intake through resolution while ensuring clear, timely communication throughout the process. You will work closely with internal technical teams, audit and debug source code, and guide customers in configuring and customizing the Nuxeo platform. This role also participates in an after-hours on-call rotation, which may include late-night or weekend availability, with compensation provided regardless of whether customer issues are handled during on-call hours. Your Role Responsibilities? Here's What You'll Do. Troubleshoot and resolve technical issues including software installation, application configuration, and Nuxeo platform customization; audit and debug source code to guide customers in configuring and customizing their solutions to meet individual and progressive needs. Provide regular and timely communication to customers via ticketing system, phone, video conference, email, or chat — ensuring they are fully advised on the progress or any delays in resolving their issues. Monitor and pick up support cases; respond to inbound calls for production-down needs and route cases to the appropriate queue; partner with internal technical teams (Product Management, Engineering, DevOps, and Cloud Ops) to resolve configuration, performance, and software issues. Identify and submit software defect cases to the internal team for review; contribute to internal documentation and the knowledge base to fully reflect all activity related to the resolution of support requests. Adhere to the Change Control Policy for Cloud environments; apply critical thinking and sound judgment to appropriately escalate issues, collaborating with team members to resolve customer requests efficiently and effectively. Contribute to improving documentation based on customer feedback and participate in fixing bugs to expedite issue resolution, reducing dependency on development team turnaround times. Technology Tools Languages: Java, JavaScript (Polymer framework or equivalent JS framework) Databases: MongoDB, PostgreSQL (Oracle and MS SQL Server desirable) Cloud Platforms: AWS (primary) , Azure, GCP (certification desirable) Containerization: Docker, Kubernetes Monitoring & Analytics: DataDog (desirable) , Metrics Analysis Role Essentials Associate's degree in Business or a related field, or equivalent combination of education and experience; at least 2 years of experience in Technical Support or Software Development. Solid technical background in Java, JavaScript (Polymer framework or equivalent JS framework) , and database technologies including MongoDB and/or PostgreSQL. Experience with Docker, Kubernetes, and cloud environments, primarily AWS; comfort working in metrics analysis and monitoring tools. Strong critical thinking, problem-solving, and communication skills with the ability to interact professionally with internal and external stakeholders; fluent in English with the ability to communicate complex technical ideas clearly. Strong organizational, multi-tasking, and time management skills with the ability to thrive in a fast-paced, deadline-driven environment; comfortable joining customer calls to investigate and resolve issues. What We'd Like to See Experience with Azure or GCP cloud certifications and DataDog monitoring tools. Sharp, fast learner with technology curiosity and aptitude; a proven track record of picking up new tools and systems quickly. Strong collaboration skills applied successfully within a team and across other areas of the organization, with a service-oriented mindset and a positive, can-do attitude. Demonstrated ability to communicate clearly and professionally with a variety of audiences — internal and external — adapting style to the subject and context. Ability to manage multiple tasks and priorities effectively in a dynamic environment without sacrificing quality or accuracy; strong attention to detail with the ability to maintain accurate documentation and records. 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. Trusted 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. © Hyland. All rights reserved. #HylandLife Since 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. The #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. As 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. 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. Basic Qualifications Associate's Degree in Business or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job Experience in a customer service environment preferred Critical thinking and problem solving skills Organizational, multi-tasking, and time management skills Collaboration skills, applied successfully within a team as well as other areas Oral and written communication skills that demonstrates a professional demeanor and the ability to interact with others both internally and externally Customer services skills Ability to use sound judgment and appropriately escalate issues for guidance Ability to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience Able to thrive in a fast-paced environment Attention to detail Sharp, fast learner with technology curiosity and aptitude Ability to work varying shifts on an as needed basis to address customer and partner needs within their business hours Up to 10% travel time required