Associate Cloud Specialist

Overview

Associate Cloud Specialist

Work Model: Remote

About the Role

As an Associate Cloud Specialist at Hyland, you'll be a key part of delivering dependable, high-quality support for our cloud-hosted solutions. Working alongside an experienced team, you'll grow your skills in cloud infrastructure, customer support, and problem resolution — making a meaningful impact on customer success from day one.

Your Role Responsibilities – Here's What You'll Do

• Respond to inbound phone calls, tickets, and emails from internal and external stakeholders requesting assistance with cloud-hosted solutions, with direct oversight from team members.
• Interact with customers, partners, and internal resources to understand and assess needs as they relate to ticket requests.
• Monitor alerts from internal monitoring tools and take timely corrective action to resolve issues, applying best practices with team guidance.
• Support cloud infrastructure, networking, and hosting tools to ensure high availability of customer solutions.
• Troubleshoot and resolve basic cloud issues using the company's systems, utilities, and support processes, learning and applying best practices for problem resolution.
• Provide consistent, proactive communication to customers, keeping them fully informed on the progress and status of their issue resolution.

Technology Tools

• Windows Server Operating System
• Data Transfer
• Server Environment Troubleshooting

Work Schedule

This role operates on a rotating shift schedule:

• 7:00 a.m. – 3:00 p.m. EST (5:30 p.m. – 1:30 a.m. IST)
• 11:00 p.m. – 7:00 a.m. EST (9:30 a.m. – 5:30 p.m. IST)

On-call availability is required as part of this role. On call will not be expected initially. The manager will inform once on-call will be expected.

Role Essentials – What You'll Need

Bachelor's degree with minimum 1 year of experience

Strong oral and written communication skills with a professional demeanor and the ability to interact with others with discretion and tact

Critical thinking, analytical, and problem-solving skills with the ability to summarize large quantities of information into actionable insights

Collaboration and interpersonal skills, with the ability to maintain strong rapport with team members and professionalism with those outside the department

Knowledge of Microsoft Windows, networking, and virtualization technologies, including Microsoft server environments and Active Directory

What We'd Like to See – Preferred Skills

Experience supporting cloud infrastructure, networking, or cloud-hosted solutions

Self-motivated with a demonstrated ability to manage projects independently and deliver results on time

Experience handling sensitive information with discretion, tact, and strong attention to detail

Familiarity with Microsoft server environments, including storage, Active Directory, and virtualization technologies

Strong organizational and time management skills with the ability to multitask effectively in a fast-paced environment

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. © Hyland. All rights reserved. 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.

#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.