Overview

Location:
Spain | Poland | Remote The Partner Support Associate is the first point of contact for Hyland partners with questions about the partner program and how to do business with Hyland. This early-career role provides accurate, responsive support across the partner lifecycle, routes complex issues to the right teams, and follows them through to resolution. The associate also turns recurring questions into self-service resources and uses support data to identify ways to simplify the partner experience. Your Role Responsibilities — Here's

What You'll Do
* Serve as the first line of support and partner program subject matter expert for internal and external inquiries, resolving standard requests related to onboarding, portal access, deal registration, program requirements and benefits, certification, enablement, and program policies.
* Triage and route complex requests with complete context, set clear expectations, retain ownership through resolution, and accurately record partner interactions in Salesforce or Partner Central.
* Build, configure, test, launch, and maintain AI agents that support partners and partner-facing teams, keeping knowledge sources current, monitoring answer quality and adoption, and recommending new agent use cases based on support trends and feedback.
* Convert recurring questions into clear FAQs, how-to guides, short videos, knowledge articles, and templates, publishing and maintaining partner-facing content in Partner Central and Highspot while keeping internal support documentation current.
* Track case volume, categories, response times, and outcomes, maintaining simple dashboards and identifying recurring friction points to recommend process, content, or system improvements based on support data and partner feedback.
* Support data quality in Salesforce and Partner Central,



and assist with onboarding checklists, compliance tracking, partner communications, and program launch readiness. Role Essentials
* Bachelor's degree in business, information systems, data analytics, communications, or a related field, or equivalent practical experience. Previous relevant experience, including internships, is a plus.
* Strong written and verbal English communication skills, with a minimum C1 level, combined with a service-oriented approach, sound judgment, and excellent attention to detail.
* Ability to organize a steady volume of work, explain processes clearly, and maintain accurate records across multiple systems and partner interactions.
* Hands‑on experience building or testing AI agents, chatbots, or assistants, including prompt design, knowledge sources, and answer quality evaluation.
* Comfort with Excel and basic reporting, with the ability to support data quality and contribute to operational dashboards and program tracking. What We'd Like to See
* Experience with low‑code forms or workflow tools, CRM or case‑management systems such as Salesforce, partner ecosystems, channel programs, or B2B software environments.
* Experience with Power BI or a similar data visualization and reporting tool.
* Proficiency in an additional language, ideally Spanish, to support regional partner coverage across EMEA.




* Demonstrated ability to collaborate across functions without direct authority and communicate clearly with partners across regions and cultures.
* A proactive, self‑starter mindset with the ability to take ownership of tasks, manage competing priorities, and drive issues through to resolution. Benefits Flexibility
* Fully remote work
* Flexible

working hours
Health & Support
* Employee Assistance Program
* Health and wellbeing support Learning & Development
* Learning Management System
* Lifestyle Spending Account
* Eyeglasses reimbursement Additional Country‑Specific Benefits In addition to our general benefits, employees receive country‑specific benefits tailored to local market practices and regulations Pay Transparency
* Poland: PLN 6,250-7500 gross per month on a contract of employment (Umowa o Pracę)
* Spain: €25,000-€35,000 annually The posted pay rangerepresentsthe company’s good faith estimate for this role. Actualcompensation may differ based on relevant experience, skills, education, and work. 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 e

📌 Partner Support Associate (Comunidad de Madrid)
🏢 Hyland
📍 Comunidad de Madrid