Support Analyst

OneTrust; Atlanta, San Francisco (GA, CA); Hybrid; USD 80,603,000 - 107,453,000; Full time

Benefits offered by this job

Healthcare coverage

Flexible PTO

Equity RSUs

Annual performance bonus opportunities

Retirement account support

Paid parental leave

Job summary

OneTrust is seeking a Support Analyst to join the Global Customer Support team. You will provide ongoing technical support, troubleshooting, and pragmatic solutions to customers. You will learn the OneTrust platform, work with product teams to resolve issues, and develop deep privacy platform expertise.

You will manage a varied workload, communicate clearly with customers, and strive to meet SLAs. Flexibility for shifts and weekends is expected to support coverage and new releases.

Qualifications

• Degree, higher education qualification or 3-5 years' work experience in a similar role.
• Ability to learn rapidly, and master the OneTrust Privacy platform.
• Complex analytical problem-solving skills.
• Continuous improvement mindset and ability to contribute to process improvement.
• Excellent written and verbal communication skills across phone, video and email.
• Ability to troubleshoot complex, web-based software suites.
• Willingness to work alternative shift patterns (late shifts, weekends).

Responsibilities

• Take support cases from Level 2/3 support queues and troubleshoot with customers.
• Manage a varied workload and keep customers updated on progress.
• Collaborate with product teams to troubleshoot issues and identify root causes.
• Develop deep knowledge of OneTrust platform areas and supporting tech.
• Build privacy industry expertise and obtain CIPP/E or CIPM certifications.
• Create knowledge articles and contribute to process improvements.
• Work independently to meet performance goals and SLAs.

Skills

Customer support

Troubleshooting

Communication

Problem solving

Time management

Education

Bachelor's degree or equivalent

Tools

Docker

Kubernetes

OpenShift

Job description

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.

Strength in Trust

Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edgetechnologyand 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.

The Challenge

We're looking for aSupport Analystto 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

• Take 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 manage a varied workload of customer support cases, keeping customers regularly updated on progress.
• Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.
• 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.
• Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications.
• Contribute more broadly to the OneTrust support community, including creating knowledge articles and process improvements.
• Work independently to manage your time and commitments while meeting agreed performance.

You Are

• Excellent with youroral and written communication skills.
• Eager to learn andquick to pick up new skills.
• Able to work independently while still contributing to a team.
• You are a hardworking and determined individual focused on providing a great customer experience while building rapport.
• You’re 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 role
• Ability to learn rapidly, and master the OneTrust Privacy platform
• 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
• Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releases

Extra Awesome

• Privacy industry experience, or CIPP/E / CIPM certified
• Familiarity with IAB TCF 2.0 framework
• Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends
• Working knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift.
• Basic Knowledge of relational databases such as MySQL
• Knowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets).
• Linux and Windows Administration skills

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range

$28.13 - $37.50 USD

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:

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.

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 .

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in OneTrust’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.