Associate Cloud Support Analyst - Alfresco

Role Overview

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.

Responsibilities

• Troubleshoot and resolve technical issues including software installation, application configuration, and Nuxeo platform customization; audit and debug source code.
• Provide regular and timely communication to customers via ticketing system, phone, video conference, email, or chat.
• 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 such as 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 and contribute to internal documentation.
• Adhere to the Change Control Policy for Cloud environments and escalate issues appropriately.
• Contribute to improving documentation and participate in fixing bugs to expedite issue resolution.

Requirements

• 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, 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.
• Fluent in English with the ability to communicate complex technical ideas clearly.

Nice to Have

• Experience with Azure or GCP cloud certifications.
• Experience with DataDog monitoring tools.
• Sharp, fast learner with technology curiosity and aptitude.

Skills

• Java
• AWS
• Docker
• Kubernetes
• MongoDB