Support Analyst

Support AnalystOneTrust'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.Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and a real-world approach to ethics, compliance, privacy, security, ethics, ESG, and third-party risk, we've created a no-nonsense platform to help supercharge the global push for trust.We're looking for a Support Analyst to join the GCS (Global Customer Support) team. In this role, you will provide ongoing technical support, troubleshooting and propose pragmatic solutions for OneTrust customers. This position requires a confident individual with excellent 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 understanding of the OneTrust platform and collaborate across OneTrust teams, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.Your mission includes:Taking 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 managing a varied workload of customer support cases, keeping customers regularly updated on progress.Collaborating across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.Continuing 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.Building privacy industry expertise, including maintaining CIPP/E / CIPM certifications.Contributing more broadly to the OneTrust support community, including creating knowledge articles and process improvements.Working independently to manage your time and commitments while meeting agreed performance.You are:Excellent with your oral and written communication skills.Eager to learn and quick to pick up new skills.Able to work independently while still contributing to a team.A hardworking and determined individual focused on providing a great customer experience while building rapport.An independent 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.Dedicated to providing a great experience and able to build a rapport with customers.Your experience includes:Degree, higher education qualification or 3-5 years' work experience in a similar roleEither demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrationsAbility to learn rapidly, and master the OneTrust Privacy platformComplex analytical problem-solving skillsContinuous 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-mailAbility to work with and troubleshoot complex, web-based software suitesWorking 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 releasesExtra awesome:Privacy industry experience, or CIPP/E / CIPM certifiedLanguage skills (French, German, Spanish, Portuguese)Familiarity with IAB TCF 2.0 frameworkFamiliarity of privacy, ethics, security, compliance, or sustainability concepts or industry trendsWorking knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift.Basic Knowledge of relational databases such as MySQLKnowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets).Linux and Windows Administration skillsExperience with HTML, CSS, JavascriptSalary Range $28.13 —$37.50 USDWe 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.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.