Associate Cloud Support Analyst
Location: São Paulo, Brazil Work Arrangement: Hybrid – 5 days per week in office during training; 2–3 days per week once training is complete
About This Role
Are you early in your career and ready to grow in the world of open-source technology? Hyland is looking for a curious, motivated Associate Cloud Support Analyst to join our Alfresco support team in São Paulo. This role is designed for new graduates, career switchers, and early-career talent who are excited to learn by doing. A formal technical degree isn't required — what matters most is your drive to solve problems, your willingness to dig in, and your ability to communicate clearly in English. You'll gain hands-on experience working alongside developers, R&D, and technical experts, building a strong foundation for a long-term career in technology.
Your Role Responsibilities? Here's What You'll Do.
- Troubleshoot and resolve customer-reported issues related to Alfresco and open-source solutions, leveraging internal tools, documentation, and support processes with guidance from senior team members.
- Communicate clearly and consistently with customers in English, keeping them informed on case progress, timelines, and next steps throughout the resolution process.
- Maintain ownership of customer support cases from intake through resolution, ensuring accurate and thorough documentation in internal systems.
- Collaborate closely with developers, R&D, and technical teams to investigate issues, escalate when appropriate, and continuously build your technical knowledge.
- Participate in learn-by-doing development activities — including internal exercises, quizzes, and hands-on troubleshooting scenarios — to grow your technical skillset over time.
- Contribute to the internal knowledge base by documenting findings, solutions, and case details to support team learning and future issue resolution.
Role Essentials
- Strong curiosity, persistence, and a genuine interest in technology and problem-solving — no formal technical degree required.
- Clear and professional communication skills in English, both written and verbal, with the ability to explain concepts in a straightforward and approachable way.
- Basic familiarity with databases, such as recognizing or reading simple SQL queries, and comfort working in or learning about open-source environments.
- Strong organizational and time management skills, with the ability to manage multiple cases, prioritize effectively, and perform well in a fast-paced setting.
- A collaborative, team-oriented mindset with the ability to build rapport with internal teams and external customers, and a genuine openness to learning and feedback.
Technology Tools
- JavaScript / TypeScript (helpful, not required)
- Basic SQL / Database familiarity
- Open-source tools & standards
What We'd Like to See
- Exposure to open-source technologies or communities, with a general understanding of open standards and how open-source software is built and maintained.
- Basic development knowledge — familiarity with JavaScript or TypeScript is a plus, as the team operates in a developer-adjacent environment.
- Experience in a customer-facing role such as education, training, or technical support, where clear communication and problem-solving were central to the work.
- Demonstrated ability to self-direct learning — whether through online courses, personal projects, or independently exploring tools like Alfresco Community Edition.
- Flexibility to collaborate across time zones, including occasional alignment with US-based and APAC teams as business needs arise.
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.
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.
