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OneTrust is seeking a Principal Software Engineer to serve as the primary technical point of contact for a portfolio of strategic enterprise customers. This is a high-impact, customer-facing role reporting to the SVP of Engineering that combines deep technical expertise with strong customer empathy.
You will diagnose and resolve complex production issues across distributed systems, data pipelines, APIs, and integrations. Key responsibilities include acting as the technical front line for large-scale customer deployments, leading deep-dive technical sessions to understand customer architectures and pain points, and translating real-world problems into product and engineering priorities. You'll troubleshoot incidents in partnership with Product Engineering, SRE/CloudOps, and Support teams, often in live production contexts.
Beyond incident response, you will mentor Support and Customer Success teams on technical topics, guide customers through best practices for scalability and reliability, and create high-quality technical assets including runbooks, reference architectures, and sample code. You'll participate in incident postmortems, drive process improvements, and provide structured feedback to Product Management on roadmap gaps and usability issues surfaced through customer engagements.
Required experience includes 12+ years of hands-on engineering with at least 3 years in a customer-facing technical role (Solutions Engineer, Field Engineer, Technical Account Manager, or similar). You need deep expertise with distributed datastores (Cosmos DB, BigQuery, Snowflake, Databricks, Cassandra, MongoDB), large-scale data processing frameworks (Spark, Flink, Kafka), and high-throughput APIs in cloud environments. Strong production troubleshooting skills across application, data, infrastructure, and network layers are essential. You must have hands-on experience with at least one major cloud provider (Azure, AWS, GCP) including monitoring and observability tools, plus strong programming skills (Python, Java, C#, or similar) to analyze logs and understand production code paths.
You should be comfortable explaining complex technical concepts in business-relevant language and presenting to both engineering and executive stakeholders. Customer empathy and ownership mindset are critical—you care about outcomes, not just tickets closed. Nice-to-have experience includes B2B SaaS background in data, security, privacy, or compliance domains, and familiarity with high-scale multi-tenant architectures and incident management practices.
