Hyland · 16 hours ago
API Analyst (CIC)
United States
Full-time
Remote
Entry, Mid Level
$68K/yr - $89K/yr
2+ years expHyland is a company dedicated to helping employees, customers, and partners exceed their potential with their content services platform. The API Analyst role involves troubleshooting and resolving API issues, maintaining communication with customers, and collaborating with internal technical teams to ensure timely resolutions.
Computer Software
Responsibilities
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 with customers; 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
Assist customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root-cause and offering solutions
Interact with clients via our ticketing system, phone, video conference, email, or chat to ensure their issues are resolved in a timely manner, escalating issues as appropriate
Partner with internal technical teams (product management, engineering, dev ops, and cloud ops) to resolve problems with configuration/code, software bugs, performance, and system failures
Document the knowledge base of recurring issues
Take 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)
Participating in the after-hours on-call rotation
Qualification
Required
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
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% of travel time required
Solid technical background in: JavaScript, HTML, CSS, Docker and Kubernetes technologies, Metrics analysis, Cloud environment: mainly AWS (certification in Azure or GCP is desirable), DataDog/Dynatrace experience is desirable, Experience with Agile project management
Comfortable at joining a call with a customer to investigate
Strong attention to detail and extremely well-organized
Company
Hyland
Hyland uniquely empowers your organization with unified access to AI-enabled enterprise content and unstructured data across repositories, unlocking profound insights that fuel innovations – fundamentally redefining how you operate and engage with those you serve.
1001-5000 employees
H1B Sponsorship
Hyland has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (4)
2023 (3)
2022 (17)
2021 (10)
2020 (15)
Funding
Current Stage
Late StageLeadership Team
Bill Priemer
President & CEO
John Phelan
EVP, Chief Technology Officer
Recent News
2025-10-27
2025-10-15
Morningstar.com
2025-10-14
Company data provided by crunchbase