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OneTrust is seeking a Support Analyst to join its professional services team. The role involves providing ongoing product support, troubleshooting, and pragmatic solutions for complex and critical issues that OneTrust customers face. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting abilities, and a solid understanding of the OneTrust platform and related technologies.
Key responsibilities include:
- Taking support cases from Level 2 or 3 support queues and working with customers to troubleshoot and resolve issues
- Actively and autonomously managing a varied workload of customer support cases while keeping customers regularly updated on progress
- Collaborating across OneTrust, including with product teams, to troubleshoot issues, identify root causes, and provide solutions
- Developing and maintaining deep knowledge of specific areas of the OneTrust platform and supporting technologies through office hours and release training
- Building privacy industry expertise and maintaining CIPP/E or CIPM certifications
- Contributing to the OneTrust support community by creating knowledge articles and process improvements
- Working independently to manage time and commitments while meeting agreed performance levels
The company emphasizes an office-first culture with three days per week in office for most roles, though specific requirements may vary by position.
Requirements:
- Degree, higher education qualification, or 1-5 years' work experience in a similar 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
