Senior Cloud Support Analyst

Hyland

. Troubleshoot and independently resolve complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues .

Posted 10/22/2026full-timeRemote • United StatesSenior💰 $52,164 - $67,194 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced troubleshooting and diagnostic skills in Acuo VNA, NilRead, and PACSgear applications, with a strong focus on customer support and communication. Possesses expertise in Microsoft SQL Server, DICOM workflows, and healthcare imaging technologies, ensuring effective resolution of complex technical issues.

Highest-signal resume keywords

Advanced Troubleshooting SkillsMicrosoft SQL Server ExpertiseCustomer Service SkillsHealthcare Imaging Technologies KnowledgeMentoring and Coaching Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced Software SupportApplication DiagnosticsDatabase TroubleshootingDICOM WorkflowsRelational Database ManagementTechnical DocumentationChange-Control ProceduresCritical ThinkingAnalytical TroubleshootingProblem-Solving

Soft Skills

Strong Communication SkillsOrganizational SkillsMultitasking AbilitiesTime Management SkillsOwnership and Accountability

Tools & Technologies

Acuo VNANilReadPACSgearMicrosoft SQL ServerWindows ServerNetworkingCloud InfrastructureHealthcare Imaging ApplicationsEMR/EHR SystemsRIS

Certifications & Qualifications

CIIPPARCAARRT

Industry Keywords

Healthcare Information SystemsClinical PACS SupportRadiologyTelemedicineEnterprise Application InfrastructureDICOMHL7FHIRDiagnostic Display CalibrationClinical Workflow

Tech Stack

Tools & technologies

CloudMS SQL ServerSQL

About the role

Key responsibilities & impact

Troubleshoot and independently resolve complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues
Serve as a senior technical resource using advanced diagnostic procedures, tools, and support processes
Provide proactive and timely customer communication about issue status, investigation progress, service impact, next steps, and resolution delays
Maintain ownership and accountability for assigned cases and the overall customer support experience
Lead triage and investigation of complex inbound Acuo/NilRead support cases
Assess severity and customer impact, perform in-depth technical investigations, coordinate internal and customer resources, and escalate to engineering when necessary
Use advanced Microsoft SQL Server knowledge and database diagnostic procedures for complex troubleshooting
Identify potential software defects and recurring product issues, gather diagnostic evidence, and submit documented defect cases
Collaborate with customers and internal technical teams to isolate and resolve issues across Acuo/NilRead/NilNexus and dependent technologies
Work with Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems
Mentor, coach, train, and provide feedback to team members
Contribute to technical documentation and knowledge resources
Follow change-control procedures and improve support processes, team knowledge, and customer experience

Requirements

What you’ll need

Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field — or an equivalent combination of education and experience
Significant experience in a customer-facing technical support or service environment
Strong critical-thinking, analytical troubleshooting, and problem-solving skills
Advanced software and application support and diagnostic skills
Strong experience with Microsoft SQL Server or an equivalent relational database platform
Ability to execute established queries, interpret results, and use database information for troubleshooting
Strong working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure
Strong organizational, multitasking, prioritization, and time-management skills
Strong oral and written communication skills
Strong customer-service skills with ownership and accountability
Ability to mentor and coach team members and escalate appropriately
Up to 10% travel may be required
Familiarity with healthcare imaging technologies and concepts including DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows
Clinical PACS support experience preferred
Experience working directly with Radiologists, Radiologic Technologists, and PACS administrators
Familiarity with PACS/VNA integration points with RIS, EHR, and reporting systems, including HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles
Understanding of diagnostic display calibration, window/level presets, compression, key images, annotations, and presentation states
Working knowledge of Hyland Acuo VNA, NilRead, PACSgear, healthcare imaging applications, EMR/EHR, RIS, dictation, or comparable enterprise software applications
Familiarity with cloud infrastructure and technologies
CIIP, PARCA, or ARRT certifications preferred
Departmental or enterprise experience in Cardiology, Encounter Workflow, Visible Light Imaging, Pathology, ER clinical patient workflow, inpatient/outpatient clinical workflow, or Telemedicine preferred

Benefits

Comp & perks

Career development resources
Wellbeing programs
Innovation practices
Employee initiatives and community giving campaigns
Inclusive workplace culture