Support Analyst

About the Position

Strength in Trust

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down-it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.

OneTrust is seeking a Support Analyst to join our professional services team. The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions for the most complex and critical issues that OneTrust customers face. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, and an understanding of the OneTrust platform (and related technologies where appropriate).

Responsibilities

• Take support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and resolve the issue
• Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress
• Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions
• Continue to develop and maintain deep knowledge of specific areas of the OneTrust platform (and supporting technologies) by attending office hours, completing regular release training, etc.
• Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications
• Contribute more broadly to the OneTrust support community, including creating knowledge articles and process improvements
• Work independently to manage your time and commitments while meeting agreed performance levels

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 e.g. 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 e-mail
• 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 e.g. late shifts, weekends to support coverage, new releases

Nice to Have

• Privacy industry experience, or CIPP/E / CIPM certified
• Language skills (French, German, Spanish, Portuguese)
• Familiarity with IAB TCF 2.0 framework

Salary Range

$23 - $37 USD

We Offer

We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

About the Company

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to [email protected].