What are the responsibilities and job description for the Cloud Support Analyst 1 position at Hyland Software, Inc.?
Overview
Job Description
- An API Analyst is responsible for fielding and resolving issues related to the company's APIs by using internal systems troubleshooting tools and support processes. This position requires close communication with customers partners and other internal departments while maintaining issue ownership.
This position is onsite at our São Paulo, Brazil office.
What you will be doing
- Troubleshoot and resolve basic API issues utilizing company systems, tools and support processes with assistance and direct oversight from team members
- Be accountable for customer requests; maintain ownership of requests and follow through consistently with resolution
- Provide regular and frequent communication to customer; ensure customer is fully aware as to the status of the issue
- Compose internal documentation that would fully reflect all activity related to resolution of API support request
- Assisting customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root-cause and offering solutions.
- Auditing and debugging source code to guide clients in configuring and customizing the Nuxeo platform to suit individual and progressive needs.
- Interacting with clients via out ticketing system, phone, video conference, email, or chat to ensure their issues are resolved in a timely manner, escalating issues as appropriate.
- Partnering with internal technical teams (product management, engineering, dev ops, and cloud ops) to resolve problems with configuration/code, software bugs, performance, and system failures.
- Documenting the knowledge base of recurring issues.Taking part in improving the documentation (after the customers' feedback) and/or fixing bugs (to expedite the resolution of customers' issues and to avoid waiting for too long that the Dev team provides a fix)
What will make you successful
- Associate's degree or equivalent experience
- Fluent in English
- At least 2 years of experience in Technical Support or Software Development
- Ability to learn with an interest and aptitude for technology
- Familiarity with .NET programming or equivalent language experience
- Ability to work through a problem effectively and provide a solution
- Ability to work in a flexible and fast-paced environment
- Ability to effectively communicate technical concepts both in writing and verbally
- Ability to provide customer service and demonstrate strong follow-through
- Up to 10% travel time required
- Solid technical background in development:
- Java
- JavaScript: Nuxeo uses the Polymer framework
- Database: MongoDB and/or PostgreSQL (Oracle and MS SQL Server)
- Docker and Kubernetes technologies
- Metrics analysis
- Cloud environment: mainly AWS (certification in Azure or GCP is desirable)
- DataDog experience is desirable
- Good at communicating complex ideas and reaching out to different points of view
- Comfortable at joining a call with a customer to investigate
- Participating in the after hours on-call rotation. This may include late night or weekend availability. During the on-call hours you are paid regardless if any customer issues are handled or not.
- A service-oriented mindset
- Strong analytical and problem-solving skills
- Strong attention to detail and extremely well-organized
- Positive can-do attitude
- Ability to work well with teams
