Support Analyst 1

Overview
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

What You Can Expect Next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us
• Any follow up questions? Email your Recruiter directly at .

Benefits
401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program.

Find out more by going to .

Welcome to
#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.

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