Overview: **Hyland** is empowering organizations around the world with innovative cloud solutions, and we’re actively growing our team in Brazil! If you're passionate about solving complex problems through technology and thrive in a collaborative, fast\-paced environment, **apply now** to become a **Cloud Support Analyst** at Hyland! **Location:** São Paulo, Brazil (Hybrid) Responsibilities: * Troubleshoot and resolve technical issues related to cloud solutions * Communicate regularly and proactively with customers to keep them informed about the progress or delay to the resolution of their issue * Own support cases from start to resolution * Respond to inbound calls for products to support process or production down needs; create case and route to proper queue accordingly * Collaborate with internal teams to escalate and resolve complex issues * Document all support activities clearly and thoroughly * Follow Change Control Policies for Cloud environments Basic Qualifications: * Experience in customer service or technical support preferred * Excellent communication skills in English (spoken and written) * Tech\-savvy and eager to learn new systems * Strong critical thinking and problem\-solving skills * Ability to work well in a team and independently * Detail\-oriented, organized and able to multitask * Ability to use sound judgment and appropriately escalate issues for guidance * Ability to work varying shifts on an as needed basis to address customer and partner needs within their business hours * Up to 10% travel time required * Associate's Degree in Business, IT or related field (or equivalent experience)