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OneTrust is seeking a Support Analyst to join the Global Customer Support (GCS) team in Madrid. The role involves providing technical support, troubleshooting, and pragmatic solutions for OneTrust customers using the company's AI-Ready Governance Platform.
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 teams, including 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 and maintain CIPP/E / 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 metrics
The ideal candidate is an excellent communicator (both oral and written), eager to learn, able to work independently while contributing to a team, and focused on providing great customer experience. You should be able to manage and prioritize a varied workload while meeting SLAs and deadlines, with strong attention to detail and problem-solving abilities.
OneTrust operates an office-first culture with expectations of three days per week in office for most roles, though specific requirements may vary by position.
Requirements:
- Bachelor's degree, higher education qualification, or 3-5 years' work experience in a similar support or technical role
- Ability to learn rapidly and master the OneTrust Privacy platform
- Highly developed written and verbal communication skills, with ability to communicate complex information accessibly 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 in French, German, Spanish, or Portuguese
- Familiarity with privacy, ethics, security, compliance, or sustainability concepts and industry trends
- Basic knowledge of relational databases such as MySQL
- Experience with HTML, CSS, or JavaScript
