Senior Core Platform Support Engineer

OneTrust; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

Equity RSUs

Paid parental leave

Retirement plan

Descripción de la vacante

OneTrust is looking for a Senior Support Analyst to join the CORE Platform Support team in Madrid. You will own complex technical support cases involving integrations, authentication, APIs, messaging, and platform-level functionality.

You will act as a trusted technical partner to customers and a escalation point for Support Analysts, collaborating with Product and Engineering to drive issues to resolution and strengthen technical capability across the team.

Formación

• Experience in technical customer support or similar roles.
• Strong troubleshooting skills and methodical work from symptoms to diagnosis.
• Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.

Responsabilidades

• Own and resolve complex CORE support cases escalated from Support Analysts, from investigation to resolution.
• Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations and workflows.
• Reproduce customer issues in test environments and identify probable causes and resolutions.
• Raise high-quality Jira tickets with evidence, impact, and technical questions for escalation when needed.
• Mentor other analysts and contribute to onboarding and knowledge sharing.

Conocimientos

Technical support

SaaS support

Troubleshooting

Customer communication

Salesforce

Herramientas

Postman

Descripción del empleo

OneTrust is looking for a Senior Support Analyst to join the CORE Platform Support team in Madrid. You will own complex technical support cases involving integrations, authentication, APIs, messaging, and platform-level functionality.

You will act as a trusted technical partner to customers and a escalation point for Support Analysts, collaborating with Product and Engineering to drive issues to resolution and strengthen technical capability across the team.