Overview

Senior Cloud Support Analyst

📍 Location: Olathe, Kansas 💻 Work Arrangement: Hybrid – 3 days onsite per week

About the Role

The Senior Cloud Support Analyst provides advanced technical support for customers utilizing Hyland's Acuo VNA and NilRead enterprise imaging solutions. This role is responsible for independently troubleshooting complex application and technical issues, maintaining ownership of customer cases, communicating effectively throughout the resolution process, and leading cross-functional collaboration with internal teams and customer resources to drive issues to resolution.

This position supports a customer base operating primarily in on-premises environments, while serving as a senior technical resource for an increasing number of cloud-hosted deployments. Successful candidates will bring deep technical expertise across enterprise applications, Microsoft Windows Server, Microsoft SQL Server, networking, and related infrastructure — combined with a strong commitment to customer experience and team development.

Your Role Responsibilities? Here's What You'll Do.

Troubleshoot and independently resolve complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues — serving as a senior technical resource and utilizing advanced diagnostic procedures, tools, and support processes to drive issues to resolution.
Provide proactive and timely communication to customers — ensuring customers remain informed of issue status, investigation progress, service impact, next steps, and delays to resolution, while maintaining full ownership and accountability for assigned cases and the overall customer support experience.
Lead the triage and investigation of complex inbound Acuo/NilRead support cases — assessing severity and customer impact, performing in-depth technical investigation, coordinating appropriate internal and customer resources, and escalating to engineering when necessary.
Leverage advanced Microsoft SQL Server knowledge and database diagnostic procedures to support complex troubleshooting — identifying potential software defects and recurring product issues, gathering comprehensive diagnostic evidence, and submitting well-documented defect cases for internal review.
Collaborate with customers and internal technical teams to isolate and resolve complex issues across Acuo/NilRead/NilNexus and dependent technologies — including Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems, while ensuring appropriate escalation and resolution.
Mentor, coach, train, and provide feedback to team members — contributing to internal technical documentation and knowledge resources, following change-control procedures, and driving continuous improvements to support processes, team knowledge, and the overall customer experience.

Role Essentials

Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field — or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the position, with significant experience in a customer-facing technical support or service environment.
Strong critical-thinking, analytical troubleshooting, and problem-solving skills — with advanced software and application support and diagnostic skills, including the ability to independently analyze complex technical issues and drive them to resolution.
Strong experience with Microsoft SQL Server or an equivalent relational database platform — including the ability to execute established queries, interpret results, and leverage database information to support complex application troubleshooting and technical investigation.
Strong working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure — with strong organizational, multitasking, prioritization, and time-management skills and strong oral and written communication skills.
Strong customer-service skills with demonstrated ownership and accountability — with the ability to mentor and coach team members, exercise sound judgment, and escalate appropriately based on complexity, severity, and customer impact, with up to 10% travel may be required.

What We'd Like to See

Strong familiarity with healthcare imaging technologies and concepts such as DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows — with clinical PACS support experience preferred, including supporting radiology and other imaging departments in an operational clinical setting.
Demonstrated experience working directly with Radiologists, Radiologic Technologists, and PACS administrators — with the ability to translate clinical workflow concerns into structured technical troubleshooting steps and assess severity based on patient-care impact.
Strong familiarity with integration points between PACS/VNA and RIS, EHR, and reporting systems — including HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles, with strong understanding of image display considerations such as 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 — with familiarity with cloud infrastructure and technologies as Hyland cloud deployments continue to evolve.
CIIP, PARCA, or ARRT certifications — with departmental or enterprise experience in Cardiology, Encounter Workflow, Visible Light Imaging, Pathology, ER clinical patient workflow, inpatient/outpatient clinical workflow, or Telemedicine preferred.

Pay Transparency

The base salary compensation range for this role is $52,164 – $67,194 per year. Actual compensation will be determined based on experience, qualifications, and other job-related factors in accordance with applicable laws.

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.

About Hyland Life

#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.

Senior Cloud Support Analyst

Overview