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.:




- 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.
- Contribute to improving documentation based on customer feedback and participate in fixing bugs to expedite issue resolution, reducing dependency on development team turnaround times.

Technology Tools:
- Languages: Java, JavaScript _(Polymer framework or equivalent JS framework)_
- Databases: MongoDB, PostgreSQL _(Oracle and MS SQL Server desirable)_
- Cloud Platforms: AWS _(primary)_, Azure, GCP _(certification desirable)_
- Containerization: Docker, Kubernetes
- Monitoring & Analytics: DataDog _(desirable)_, Metrics Analysis

Role Essenti

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