Overview
Cloud Support Analyst
Location: Hyderabad, India | Hybrid (3 days per week in office)
About This Role
Hyland is seeking a Cloud Support Analyst to join our support team, responsible for responding to and resolving customer requests for assistance with 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 explicit, timely communication throughout the process. If you're a customer-focused professional with a passion for technology and a drive to deliver exceptional support experiences, we'd love to hear from you.
Your Role Responsibilities? Here's What You'll Do.
Troubleshoot and resolve basic technical issues utilizing company systems, utilities, and support processes; maintain ownership of and accountability for customer requests, following through consistently with resolution.
Provide regular and frequent communication to customers, ensuring they are fully advised on the progress or any delays in resolving their issues.




Monitor and pick up support cases from customers requesting assistance via internal company systems; respond to inbound calls to support process or production-down needs and route cases to the appropriate queue.
Identify and submit software defect cases to the internal team for review, contributing to internal documentation to fully reflect all activity related to the resolution of support requests.
Adhere to the Change Control Policy for Cloud environments, ensuring all changes are managed and implemented in compliance with established standards.
Apply critical thinking and sound judgment to appropriately escalate issues, collaborating with team members to resolve customer requests efficiently and effectively.
Role Essentials
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.

📌 Associate Cloud Support Analyst (Hyderabad)
🏢 Hyland
📍 Hyderabad