Associate Cloud Support Analyst - Alfresco

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 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, 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 and sound judgment to appropriately escalate issues, collaborating with team members to resolve customer requests efficiently and effectively. 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 Essentials 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 (Polymer framework or equivalent JS framework), 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 with the ability to interact professionally with internal and external stakeholders; fluent in English with the ability to communicate complex technical ideas clearly. Strong organizational, multi-tasking, and time management skills with the ability to thrive in a fast-paced, deadline-driven environment; comfortable joining customer calls to investigate and resolve issues. What We'd Like to See Experience with Azure or GCP cloud certifications and DataDog monitoring tools. Sharp, fast learner with technology curiosity and aptitude; a proven track record of picking up new tools and systems quickly. Strong collaboration skills applied successfully within a team and across other areas of the organization, with a service-oriented mindset and a positive, can-do attitude. Demonstrated ability to communicate clearly and professionally with a variety of audiences internal and external adapting style to the subject and context. Ability to manage multiple tasks and priorities effectively in a dynamic environment without sacrificing quality or accuracy; strong attention to detail with the ability to maintain accurate documentation and records. 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. 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. Hyland. All rights .