Senior Cloud Support Analyst

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.

What You Will 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.

Why It Might Be a Fit

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.

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 sufficient to successfully perform the principal duties of the position
• 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.

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off (vacation, sick leave, etc.)
• Paid holidays
• Life insurance
• Disability insurance