Associate API Analyst - CIC

Location: Remote - Brazil Work Arrangement: Remote

About This Role

Hyland is looking for a technically skilled and customer-focused Associate API Analyst - CIC to join our support team. In this role, you will be responsible for fielding and resolving issues related to Hyland's APIs by using internal systems, troubleshooting tools, and established support processes. You will work closely with customers, partners, and internal departments while maintaining full ownership of every issue you handle. If you're passionate about solving complex technical problems and delivering an outstanding customer experience, we'd love to hear from you.

Your Role Responsibilities? Here's What You'll Do.

• Troubleshoot and resolve API issues utilizing company systems, tools, and support processes; maintain accountability for customer requests with consistent follow-through to resolution.
• Provide regular and frequent communication with customers; ensure customers are fully aware of the status of their issues at all times.
• Assist customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root cause, and offering solutions; interact with clients via ticketing system, phone, video conference, email, or chat to ensure timely issue resolution, escalating as appropriate.
• Partner with internal technical teams including product management, engineering, DevOps, and cloud operations to resolve configuration/code issues, software bugs, performance concerns, and system failures.
• Compose internal documentation fully reflecting all activity related to the resolution of API support requests; document the knowledge base of recurring issues; contribute to improving documentation based on customer feedback.
• Participate in the after-hours on-call rotation; contribute to bug fixes to expedite issue resolution and reduce dependency on development team timelines.

Role Essentials

• Associate's degree or equivalent experience; fluency in English; at least 2 years of experience in Technical Support or Software Development.
• Solid technical background including JavaScript, HTML, CSS, Docker and Kubernetes technologies, metrics analysis, and cloud environments (primarily AWS; Azure or GCP certification is desirable); DataDog/Dynatrace experience is desirable.
• Ability to work through problems effectively and provide solutions; strong attention to detail and excellent organizational skills; ability to work in a flexible, fast-paced environment.
• Ability to effectively communicate technical concepts both in writing and verbally; ability to provide strong customer service with demonstrated follow-through; comfortable joining customer calls to investigate and resolve issues.
• Experience with Agile project management; ability to learn with a genuine interest and aptitude for technology; up to 10% travel time required.

Technology Tools

• JavaScript / HTML / CSS
• Docker & Kubernetes
• Amazon Web Services (AWS)
• Azure / GCP (desirable)
• DataDog / Dynatrace (desirable)
• Agile Project Management Tools
• Metrics Analysis Tools

What We'd Like to See (Preferred Skills)

• AWS certification (Azure or GCP certification is a plus); hands-on experience with DataDog or Dynatrace for monitoring and metrics analysis.
• Experience contributing to knowledge base documentation and process improvements based on customer feedback; demonstrated ability to identify recurring issues and drive systemic solutions.
• Demonstrated experience partnering with cross-functional technical teams including engineering, DevOps, and cloud operations to resolve complex issues.
• Experience with after-hours on-call rotation; comfortable managing urgent escalations and time-sensitive customer issues with professionalism and composure.
• Strong root-cause analysis skills; experience diagnosing and resolving issues in complex, distributed software and cloud-based environments.

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. © Hyland. All rights reserved.

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.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry‑leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee‑centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.