Senior Support Analyst @ OneTrust

Customer Experience & Support (2)
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Customer Experience & Support (2)

Strength in Trust

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

We're looking for a Senior Support Analyst to join the GCS (Global Customer Support) team. In this role, you will provide ongoing technical support, troubleshooting and propose sensible solutions for OneTrust customers. This position requires a confident individual with impressive verbal and written communication skills, advanced troubleshooting skills and an ability to operate in escalated and high-pressure situations. You will be required to develop deep comprehension of the OneTrust platform and Collaborate across OneTrust teams, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.

On-Site Schedule Requirement:

This hybrid role offers a dynamic schedule with in-office collaboration (3 days/week) and remote flexibility.
Analyst will start with a Monday-Friday schedule for the first 3-6 months, gaining hands-on experience and expert training.
Once fully ramped, analyst will transition to a Monday-Friday schedule, working 9 AM - 6 PM EST (could flex 8 AM - 5 PM or 10 AM -7 PM)
No devoted weekend shifts
Should expect to work 1-3 on-call shifts per quarter

Your Mission

Take support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and address 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 autonomously to manage your time and commitments while meeting agreed performance.

What You’ll Work With

This is a highly technical role that will allow you to dive deep into multiple domains, including integrations, infrastructure, and security. Ideal candidates will bring a mix of experience in the following areas—or demonstrate the ability to learn quickly:

Integrations & APIs

Working with RESTful/SOAP APIs, JSON/XML payloads, and tools like Postman
Familiarity with Apache Kafka, Freemarker templates, and OOP concepts
Knowledge of OAuth 2.0, PGP encryption, and secure file transfer protocols (SFTP/FTP)
Exposure to middleware or integration platforms

Infrastructure & Data Discovery

Hands-on experience with Kubernetes, Docker, and container orchestration tools
Working knowledge of Linux CLI, networking, and basic cloud infrastructure (AWS, Azure, GCP)
Knowledge of relational databases (e.g., MySQL)

Email & Communication Systems

Knowledge of SMTP, Microsoft Exchange, SendGrid, and dynamic email templating (HTML/variables)

Access Management & Security

Experience with Single Sign-On (SSO) and SAML assertions
Comprehension of SCIM provisioning, identity federation, and user/group management models

You Are

Exemplary with your oral and written communication skills.
Willingness to learn and quick to pick up new skills.
Able to work individually while still contributing to a team.
You are a hardworking and determined individual focused on providing a great customer experience while building rapport.
You’re a self-directed worker who can solve complex customer problems in a creative manner.
Excited to find creative solutions to complex customer problems.
Able to manage and prioritize a varied workload while meeting SLAs and deadlines.
Focused on quality and attention to detail.
Devoted to providing a great experience and able to build a rapport with customers.

Your Experience Includes

Degree, higher education qualification or 4-6 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 successfully 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

Extra Awesome

Privacy industry experience, or CIPP/E / CIPM certified
Language skills (French, German, Spanish, Portuguese)
Familiarity with IAB TCF 2.0 framework
Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends
Working knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift.
Basic Knowledge of relational databases such as MySQL
Knowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets).
Linux and Windows Administration skills
Experience with HTML, CSS, Javascript

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range

$34.25—$51.38 USD

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:

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 [email protected].

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.

Senior Support Analyst

Core

OneTrust

Compensation Overview

Strength in Trust

The Challenge

Your Mission

What You’ll Work With

Integrations & APIs

Infrastructure & Data Discovery

Email & Communication Systems

Access Management & Security

You Are

Your Experience Includes

Extra Awesome

Equal Employment Opportunity (EEO) Statement

Where we Work

Benefits

Resources

Your Data

Our Commitment to You

Simplify's Take

What believers are saying

What critics are saying

What makes OneTrust unique

Benefits

Growth & Insights and Company News

6 month growth

1 year growth

2 year growth