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Salary: USD 34,000 - 50,000 / annual
OneTrust is seeking a Senior Support Analyst to join its professional services team. The role involves providing advanced product support, troubleshooting, and pragmatic solutions for complex and critical issues faced by OneTrust customers. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting capabilities, and deep understanding of the OneTrust platform and related technologies.
Key Responsibilities:
- Take support cases from Level 2 or 3 support queues and work autonomously with customers to troubleshoot and resolve issues
- Actively manage a varied workload of customer support cases while keeping customers regularly updated on progress
- Collaborate across OneTrust, including with product teams, to troubleshoot issues, identify root causes, and provide solutions
- Develop and maintain deep knowledge of specific areas of the OneTrust platform and supporting technologies through office hours and release training
- Build privacy industry expertise, including maintaining CIPP/E and CIPM certifications
- Contribute to the OneTrust support community by creating knowledge articles and process improvements
- Work independently to manage time and commitments while meeting agreed performance levels
OneTrust's mission is to enable innovation through the responsible use of data and AI. The company has developed the AI-Ready Governance Platform, which unifies regulatory intelligence, automation, and connected governance workflows to help businesses move at the speed of AI while ensuring good governance.
The company operates with an office-first culture, encouraging three days per week in office for most roles, with flexibility depending on specific position requirements.
Requirements:
- Bachelor's degree, higher education qualification, or 1-5 years of work experience in a similar support or technical role
- Either demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills such as web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations
- Ability to learn rapidly and master the OneTrust Privacy platform
- 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 (late shifts, weekends) to support coverage and new releases
Desirable Qualifications:
- Privacy industry experience or CIPP/E / CIPM certification
- Language skills (French, German, Spanish, Portuguese)
- Familiarity with IAB TCF 2.0 framework
