Cloud Specialist

The Associate Cloud Specialist supports the administration and day-to-day operation of Hyland's incident response and on-call tooling. This role focuses on configuration support, incident readiness, integrations, and operational hygiene, working under the guidance of senior management and solution owners. The ideal candidate is detail-oriented, calm under pressure, and comfortable working across engineering, IT, and operations teams to ensure our incident tooling runs reliably and consistently.

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

• Support the administration of Hyland's incident response tools such as PagerDuty, incident.io, and/or FireHydrant, handling support cases to assist teams with configuration, usage, and issue resolution.
• Maintain, configure, and update tool configurations, incident response integrations, notification and on-call process standards, and usage reporting and analytics.
• Support upgrade efforts and testing, maintaining documentation and backing up current configurations and setup.
• Assist with access requests, permissions, user onboarding/offboarding, and license management.
• Support alert routing updates, escalation adjustments, and noise reduction efforts to ensure reliable and consistent incident tooling operations.
• Work with vendors as needed to resolve configuration and usage issues, and keep end-user and admin documentation current.

Technology Tools

• PagerDuty
• incident.io
• FireHydrant
• xMatters
• DynaTrace
• Azure
• AWS

Role Essentials

• 1–3+ years of experience supporting incident management or IT Support Operations, with familiarity with on-call and incident response concepts.
• Experience working with SaaS platforms in a support or admin capacity.
• Comfortable supporting systems integrated with cloud platforms such as Azure and/or AWS.
• Strong communication skills and ability to work under pressure across engineering, IT, and operations teams.
• Detail-oriented with a calm demeanor under pressure, and able to work consistently and reliably across cross-functional teams.

What We'd Like to See (Preferred Skills)

• Hands-on exposure to PagerDuty, DynaTrace, incident.io, FireHydrant, xMatters, or similar tools.
• Experience supporting alert integrations from monitoring platforms.
• Understanding of basic ITSM, ITIL, or SRE practices.
• Ability to maintain and improve testing scenarios and validate for troubleshooting, configuration changes, and upgrades.
• Experience managing user access, permissions, and license management within SaaS-based incident management platforms.

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.