Technical Consultant 1 (Tech Support)

  • Hyland Software
  • Olathe, KS
  • Apr 14, 2019

Job Description

Hyland Software

Hyland Software, Inc. is an Equal Opportunity and Affirmative Action Employer. Hyland Software provides equal employment opportunities(EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. If you require accessibility assistance applying for open positions because of a disability, please contact Hyland Software’s Human Resources Department at 440-788-5000.

Hyland Software does not accept headhunter or agency resumes through this website, and will not pay any referral or recruitment fees without a written agreement.

Job ID 2019-4966
# of Openings 1
Job Locations Olathe, KS Office
Category Support


A Technical Consultant, Upgrades in Technical Support will serve as the primary point of contact for the delivery of healthcare product upgrades, performing the implementation of version upgrades, patches and hotfixes for customers.


  • Perform project management tasks across multiple projects concurrently to organize internal and customer resources to complete upgrades
  • Participate in discovery meetings with key customer stakeholders to determine functional requirements for the upgrade of their software solution
  • Generate a written report documenting requirements for upgrading a solution, with direct oversight from team members
  • Participate in the presentation of documentation on upgrade requirements to key customer stakeholders for validation and approval
  • Apply product and technical knowledge to the performing of customer solution upgrades, including the applying of new versions, patches and hotfixes
  • Upgrade the software solution based on the documented requirements; an upgrade of the solution could involve installing new, upgrading existing, or a consulting assessment of the product software modules
  • Troubleshoot and resolve issues encountered during the course of completing an upgrade
  • Provide support to a customer when validating the successful completion of an upgrade
  • Transition key information to Technical Support to ensure continued successful support of the customer post-upgrade
  • Provide input on the adoption strategy for new solution releases for customers
  • Recommend and work with management to continually improve and implement upgrade policies and procedures
  • Provide timely, well developed, and constructive feedback to other departments regarding upgrade trends related to product development, use, support, and training


  • Bachelor’s degree in related field, such as Management Information Systems or Computer Science
  • Experience working with Windows OS
  • Solid collaboration skills, applied successfully within team as well as with other areas
  • Speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
  • Able to thrive in a fast paced, deadline driven environment
  • Self-motivated with the ability to complete projects in a timely manner
  • Up to 80% travel time required
  • Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job