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OneTrust is seeking a Senior Support Analyst to join the CORE Platform Support team in Madrid. You will own complex technical support cases involving integrations, authentication, APIs, messaging, and platform-level functionality, serving as a trusted technical partner to customers and an escalation point for junior Support Analysts.
Key responsibilities include:
- Owning and resolving complex CORE support cases escalated from Support Analysts, from initial investigation through resolution or engineering handoff
- Troubleshooting advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and platform capabilities
- Reproducing customer issues in test/support environments and identifying probable causes and practical resolutions
- Analyzing logs, trace information, configuration details, API requests, and integration behavior to isolate issues
- Providing clear, structured customer communication including acknowledgement, investigation updates, action plans, and resolution explanations
- Determining when issues require escalation to Product or Engineering and raising high-quality Jira tickets with thorough troubleshooting evidence and technical questions
- Collaborating closely with Product, Engineering, Incident Management, and other Support teams to drive complex issues to resolution
- Identifying recurring issues, documentation gaps, and workflow improvements to reduce repeat contacts and escalations
- Mentoring and supporting other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge-sharing sessions
- Contributing to onboarding and enablement for new CORE team analysts
- Maintaining strong case ownership, accurate documentation, timely updates, and adherence to support processes and SLAs
- Building expertise through product releases, technical training, office hours, hands-on investigation, and relevant certifications
Required qualifications:
- 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 SSO, SAML, identity providers, certificates, authentication flows, SMTP, email delivery, REST APIs, authentication, request/response analysis, SaaS integrations, workflows, web technologies, application logs, trace IDs, HAR files, and browser diagnostics
- Ability to explain technical concepts clearly to both technical and non-technical audiences
- Strong written and verbal English communication skills
- Experience with ticketing and engineering collaboration tools such as Salesforce and Jira
- Ability to manage competing priorities
