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OneTrust is seeking a Support Analyst to join the CORE Platform Support team in London. This is a senior technical support role focused on owning and resolving complex escalated cases involving integrations, authentication, APIs, messaging, and platform-level functionality.
You will serve as a trusted technical partner to customers and an escalation point for other Support Analysts. Your responsibilities include investigating difficult issues, communicating clearly with customers, collaborating with Product and Engineering teams, and strengthening team technical capability through knowledge sharing and mentoring.
The CORE team supports customers across Single Sign-On, SMTP, APIs, Data Discovery, Certification Automation integrations, tenant-wide performance issues, integration workflows, and integration requests.
Key responsibilities:
- Own and resolve complex CORE support cases escalated from Support Analysts, taking full responsibility from initial investigation through resolution or effective engineering handoff
- Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and related platform capabilities
- Reproduce customer issues in test or support environments and identify probable causes and practical resolutions
- Analyze logs, trace information, configuration details, API requests, and integration behavior to isolate issues
- Provide clear, structured customer communication including acknowledgement, investigation updates, action plans, and resolution explanations
- Determine when issues require escalation to Product or Engineering and raise high-quality Jira tickets with relevant troubleshooting evidence and technical questions
- Work closely with Product, Engineering, Incident Management, and other Support teams to drive complex issues to resolution
- Identify recurring issues, documentation gaps, and workflow improvements to reduce repeat contacts and escalations
- Mentor and support other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge-sharing sessions
- Contribute to onboarding and enablement for new analysts joining the CORE team
- Maintain strong case ownership, accurate documentation, timely updates, and adherence to support processes and SLAs
- Continue building expertise through product releases, technical training, office hours, hands-on investigation, and relevant certifications
OneTrust operates an office-first culture with expectations of three days per week in office for most roles, with flexibility depending on specific position scope.
Requirements:
- 2+ years of experience in technical customer support, technical account support, SaaS support, application support, or similar role
- Demonstrated experience handling complex technical issues and escalations in a customer-facing environment
- Strong troubleshooting skills and ability to work methodically from symptoms and evidence to clear diagnosis
- Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation
- Practical understanding of several of the following areas: SSO, SAML, identity providers, certificates, and authentication flows; SMTP, email delivery, connection testing, and email-related troubleshooting; Kubernetes; REST APIs, authentication, request/response analysis, and tools such as Postman; SaaS integrations, workflows, web technologies, and system dependencies
- Ability to explain technical concepts clearly to both technical and non-technical audiences
- Strong written and verbal English communication skills
- Experience working with ticketing and engineering collaboration tools such as Salesforce and Jira
