Support Analyst

OneTrust; Greater London; Híbrido; GBP 40 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Healthcare coverage

Flexible PTO

Equity RSUs

Parental leave

Resumo da oferta

OneTrust in London is seeking a Support Analyst to join the CORE Platform Support team. You will own complex technical support cases, collaborate with Product and Engineering, and mentor colleagues to strengthen the team’s capabilities.

You will troubleshoot issues across SSO, SAML, SMTP, APIs, and integrations, analyze logs and configuration details, and communicate clearly with customers while ensuring timely resolutions and strong case ownership.

Qualificações

• Experience handling complex technical issues in a customer-facing SaaS role.
• Ability to troubleshoot issues from symptoms to diagnosis.
• Experience with ticketing and engineering collaboration tools (Salesforce, Jira).

Responsabilidades

• Own and resolve CORE support cases escalated from Support Analysts.
• Troubleshoot SSO, SAML, SMTP, APIs, and integrations.
• Reproduce issues in test environments and gather evidence for resolution.
• Escalate to Product/Engineering with clear Jira tickets.
• Mentor other analysts and contribute to onboarding.

Conhecimentos

Technical support

Troubleshooting

Customer communication

Integrations support

Salesforce

Jira

Postman

Ferramentas

Salesforce

Jira

Postman

REST APIs

SAML

Descrição da oferta de emprego

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 Support Analyst to join the CORE Platform Support team in London. 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

2+ years of 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

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.

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:

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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.

Before you submit your application, please confirm that you have read and understood our Candidate Privacy Notice available here .In order to exercise your rights with respect to any Personal Information submitted as part of your application, please contact us using our Data Subject Request Form .

Equality and Diversity Monitoring Form

OneTrust is committedtoensuring that all job applicants and members of staff are treated equallyand encouraging diversity among the workforce. Is it important that we monitor and analyse diversity information so that we can ensure that our recruitment practices are fair, transparent and promote equality of opportunity.This form is intended to help us maintain equal opportunities best practice and identify barriers to workforce equality and diversity.Your participation will help us ensure we design and use policies and processes that attract and retain a diverse and talented workforce.

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