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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. You will work with customers to diagnose and resolve issues, manage a varied workload of support cases autonomously, and keep customers regularly updated on progress.
Key responsibilities include:
- Taking support cases from Level 2 or 3 support queues and working with customers to troubleshoot and resolve issues
- Actively managing a varied workload of customer support cases while maintaining regular customer communication
- Collaborating across OneTrust teams, including 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 and 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
OneTrust is an AI-Ready Governance Platform that unifies regulatory intelligence, automation, and connected governance workflows to help businesses move at the speed of AI while ensuring good governance. The company is trusted by thousands of organizations worldwide.
The role operates on 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 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:
- Privacy industry experience or CIPP/E / CIPM certification
- Language skills in French, German, Spanish, or Portuguese
- Familiarity with IAB TCF 2.0 framework
