Principal Support Analyst
GRC
Confirmed live in the last 24 hours
OneTrust

1,001-5,000 employees

Global privacy compliance
Company Overview
OneTrust was founded with a mission to help companies be more trusted.
Consulting
Data & Analytics

Company Stage

N/A

Total Funding

$1.2B

Founded

2016

Headquarters

Atlanta, Georgia

Growth & Insights
Headcount

6 month growth

2%

1 year growth

-10%

2 year growth

14%
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
JavaScript
HTML/CSS
Operating Systems
React.js
CategoriesNew
Software Engineering
Requirements
  • Degree, higher education qualification or 1-5 years' work experience in a similar role
  • 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
  • A working knowledge of development processes, different operating systems, browsers, and programming languages
  • Working independently or autonomously to manage your time and commitments while meeting agreed performance levels
  • Highly developed collaboration and team skills
Responsibilities
  • Take the most complex support cases from the Level 2 or 3 support queues (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
  • Serve as a team level escalation point including reviewing peer submissions to cross-functional stakeholders, assisting with complex or edge-case scenarios, or assuming ownership of the customer interaction when necessary
  • 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
  • Regularly analyzes team level data to identify trends and develop substantive solution proposals to address opportunities for improvement to resolve for the entire team
  • 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
  • Exercise judgment in selecting methods and evaluation criteria for obtaining results, prioritizes accordingly, and consistently chooses the correct course of action
  • Challenges status quo and presents ready-to-execute concepts & appropriate actions to leadership, based on sound analysis
  • Proactively helps to develop others through mentoring, best-practice sharing, and debate of problems or innovative ideas
  • Assists with training and onboarding of new peer team members
  • Build relationships with cross-functional stakeholders (eg. Product) and conduct regular check-ins to discuss stability, share insights, and suggest process improvements
  • Review cases and provide feedback as needed to participate in the Quality Assurance process