Support Analyst

OneTrust; Madrid (IA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare coverage

Flexible PTO

Equity RSUs

Annual performance bonus opportunities

Parental leave

Job summary

OneTrust is seeking a Support Analyst for its Global Customer Support (GCS) team. You will provide ongoing technical support, troubleshoot issues, and propose pragmatic solutions for OneTrust customers while developing deep knowledge of the platform.

The role requires excellent communication, the ability to operate under pressure, and a proactive, independent work style with strong SLAs. Office-first culture with three days in the office per week is typical.

Qualifications

• Degree, higher education qualification or 3-5 years' work experience in a similar role
• 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
• Working 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 releases

Responsibilities

• 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.

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
• 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
• Working 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 releases

Extra Awesome

• Privacy industry experience, or CIPP/E / CIPM certified
• Language skills (French, German, Spanish, Portuguese)
• Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends
• Basic Knowledge of relational databases such as MySQL
• Experience with HTML, CSS, Javascript

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.