Overview
Cloud Support Analyst
Location: Hyderabad, India Work Arrangement: Hybrid | 3 Days in Office, 2 Days Remote
About the Role
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 transparent, 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, which may include late-night or weekend availability, with compensation provided regardless of whether customer issues are handled during on-call hours.
Your Role Responsibilities? Here's What You'll Do.
Troubleshoot and resolve technical issues including software installation, application configuration,



and Nuxeo platform customization; audit and debug source code to guide customers in configuring and customizing their solutions to meet individual and progressive needs.
Provide regular and timely communication to customers via ticketing system, phone, video conference, email, or chat — ensuring they are fully advised on the progress or any delays in resolving their issues.
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 (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; contribute to internal documentation and the knowledge base to fully reflect all activity related to the resolution of support requests.
Adhere to the Change Control Policy for Cloud environments; apply critical thinking an

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