Senior Support Analyst (API & Cloud)

OneTrust; Madrid; Presencial; EUR 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

Flexible PTO

Equity RSUs

Annual bonus opportunities

Retirement account support

Paid parental leave (14+ weeks)

Career development opportunities

Privacy certification exam fees

Descripción de la vacante

OneTrust is seeking a Senior Support Analyst to join the CORE Platform Support team in Madrid. You will own complex CORE support cases, troubleshoot SSO/SAML/APIs, and collaborate with Product and Engineering to deliver effective resolutions.

You will mentor other analysts, contribute to onboarding, and help strengthen technical capabilities across the team. This role supports an office-first culture with three days in the office.

Formación

• Experience in a technical customer support, SaaS support, or similar role.
• Proven ability to resolve complex technical issues and escalations in a customer-facing environment.
• Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
• Strong written and verbal English communication skills.

Responsabilidades

• Own and resolve complex CORE support cases escalated from Support Analysts, from initial investigation through resolution or engineering handoff.
• Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, and related platform capabilities.
• Reproduce customer issues in appropriate test or support environments and identify probable causes and resolutions.
• Analyse logs, configuration details, API requests, and integration behavior to isolate issues.
• Provide clear, structured customer communication with updates and resolution explanations.

Conocimientos

Technical troubleshooting

Customer-facing

SSO/SAML

APIs

Kubernetes

Postman

Jira

Herramientas

Postman

Jira

Salesforce

Descripción del empleo

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 looking for a Senior Support Analyst to join the CORE Platform Support team in Madrid. In this role, 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 an escalation point for Support Analysts. You will investigate difficult issues, communicate clearly with customers, collaborate with Product and Engineering, and help strengthen the team’s technical capability through knowledge sharing and mentoring.

The CORE team supports customers across areas including Single Sign-On, SMTP, APIs, Data Discovery, Certification Automation integrations, tenant‑wide performance issues, integration workflows, and integration requests.

Your Mission

• Own and resolve complex CORE support cases escalated from Support Analysts, taking responsibility from initial investigation through resolution or an effective engineering handoff.
• Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and related platform capabilities.
• Reproduce customer issues in appropriate test or support environments and use available evidence to identify probable causes and practical resolutions.
• Analyse logs, trace information, configuration details, API requests, integration behaviour, and other technical evidence to isolate issues.
• Provide clear, structured customer communication, including acknowledgement, investigation updates, action plans, and resolution explanations.
• Determine when an issue requires escalation to Product or Engineering and raise high-quality Jira tickets with the relevant troubleshooting, evidence, impact, and technical questions.
• Work closely with Product, Engineering, Incident Management, and other Support teams to drive complex issues to resolution.
• Identify recurring issues, documentation gaps, workflow improvements, and opportunities to reduce repeat contacts and escalations.
• Mentor and support other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge-sharing sessions.
• Contribute to onboarding and enablement for new analysts joining the CORE team.
• Maintain strong case ownership, accurate documentation, timely updates, and adherence to support processes and service-level expectations.
• Continue building expertise through product releases, technical training, office hours, hands‑on investigation, and relevant certifications.

You Are

• Experience in a technical customer support, technical account support, SaaS support, application support, or similar role.
• Demonstrated experience handling complex technical issues and escalations in a customer‑facing environment.
• Strong troubleshooting skills and the ability to work methodically from symptoms and evidence to a clear diagnosis.
• Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
• Practical understanding of several of the following areas:
  • SSO, SAML, identity providers, certificates, and authentication flows
  • SMTP, email delivery, connection testing, and email‑related troubleshooting
  • Kubernetes
  • REST APIs, authentication, request/response analysis, and tools such as Postman
  • SaaS integrations, workflows, web technologies, and system dependencies
• Ability to explain technical concepts clearly to both technical and non‑technical audiences.
• Strong written and verbal English communication skills.
• Experience working with ticketing and engineering collaboration tools, such as Salesforce and Jira.

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.

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.