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OneTrust is seeking a Senior Support Analyst to join its professional services team. The company's mission is to enable innovation through responsible use of data and AI, offering an AI-Ready Governance Platform that unifies regulatory intelligence, automation, and connected governance workflows.
In this role, you will handle the most complex support cases from Level 2 or 3 support queues, working directly with customers to troubleshoot and resolve issues. You will autonomously manage a varied workload of customer support cases while keeping customers regularly updated on progress. You'll step into escalated cases where customers are unhappy or solutions are unclear, collaborating across OneTrust—including with product teams—to identify root causes and provide solutions.
As an internal subject matter expert within the Support organization, you will create knowledge base materials and upskill colleagues. You'll develop and maintain deep knowledge of specific areas of the OneTrust platform and supporting technologies by attending office hours and completing regular release training. Building privacy industry expertise, including maintaining CIPP/E and CIPM certifications, is expected. You will work independently to manage your time and commitments while meeting agreed performance levels.
OneTrust operates an office-first culture, encouraging three days a week in office for most roles, with flexibility depending on the specific position scope.
Requirements:
- Bachelor's degree or master's in computer science, engineering, business, or related field with minimum 4+ years of relevant experience
- At least 12 months demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills (e.g., web/mobile development stack: HTML, CSS, Javascript, React; APIs/integrations)
- Complex analytical problem-solving skills
- Continuous improvement mindset and ability to contribute to process improvement
- Highly developed written and verbal communication skills, with ability to effectively communicate complex information in accessible language via phone, video, and email
- Ability to work with and troubleshoot complex, web-based software suites
- Working knowledge of development processes, different operating systems, browsers, and programming languages
- Flexible attitude and willingness to work alternative shift patterns (e.g., late shifts, weekends) to support coverage and new releases
