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Job Title
HylandAssociate Cloud Support Analyst
Apply Overview
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 completeAbout 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.