Senior Customer Support Analyst

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.

The Challenge

OneTrust is seeking a Senior Support Analyst to join our professional services team. The Senior Support Analyst will provide ongoing product support, troubleshooting, and proposing pragmatic solutions for OneTrust customers.

Your Mission

This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, an ability to operate in escalated and high pressure situations, and a deep understanding of the OneTrust platform (and related technologies where appropriate)

As a Senior Support Analyst, You Will

Take the most complex 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

Step into and take over management escalated cases where the customer is unhappy or the solution is unclear

Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions

Act as an internal SME within the Support organization, creating knowledge base material and upskilling colleagues

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

Work independently to manage your time and commitments while meeting agreed performance levels

You Are

You are eager to learn and quick to pick up new skills and great working independently while still contributing to a team.

You provide great experience and are able to build a rapport with customers and you are great at managing and prioritizing a varied workload while meeting SLAs and deadlines focusing on quality and attention to detail.

Your Experience Includes

Bachelor's degree or master's in computer science, engineering, business or other related field with minimum 4+ years of relevant experience.

At least 12 months demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations

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

Where we Work

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.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

Benefits

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.

Resources

Check out the following to learn more about OneTrust and its people:

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram
  
  

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

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 [HIDDEN TEXT].

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.

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.