Support Analyst

onetrust; United States; Remote; USD 66,000 - 79,000; Full time

Job summary

OneTrust is seeking a skilled Technical Support Analyst to own and resolve complex customer issues on our cloud software platform. You will handle escalated cases involving integrations, authentication, APIs, and platform behavior, coordinating with engineering and product teams.

You will investigate, reproduce, and troubleshoot, then communicate clear updates and outcomes to customers, while mentoring colleagues and reducing documentation gaps.

Qualifications

• At least two years in technical customer support, SaaS or application support.
• Experience handling escalations in a customer-facing setting.
• Methodical troubleshooting from symptoms to diagnosis.
• Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.

Responsibilities

• Take ownership of difficult cases escalated by other analysts and maintain progress through resolution.
• Troubleshoot issues involving SSO, SAML, email delivery, APIs, data integrations, workflows, and tenant performance.
• Reproduce reported problems in suitable environments and analyze logs, traces, configurations, requests, and integration behavior.
• Keep customers informed with clear acknowledgements, investigation updates, action plans, and explanations of outcomes.
• Escalate product defects or complex issues with detailed tickets including evidence and impact.

Skills

SSO & SAML

REST APIs

Troubleshooting

Customer communication

Tools

Kubernetes

Email delivery

API testing tools

Job description

Role overview

Own complex technical support cases for a cloud software platform, especially issues involving integrations, authentication, APIs, messaging, and platform behavior. You will investigate escalated customer problems from initial diagnosis through resolution or a well-supported handoff, while partnering with engineering, product, incident response, and other support teams. The role is based in London.

Responsibilities

• Take ownership of difficult cases escalated by other analysts and maintain clear progress through resolution.
• Troubleshoot issues involving single sign-on, SAML, email delivery, APIs, data discovery, integrations, workflows, and tenant performance.
• Reproduce reported problems in suitable environments and analyze logs, traces, configurations, requests, and integration behavior.
• Keep customers informed with clear acknowledgements, investigation updates, action plans, and explanations of outcomes.
• Escalate product defects or complex issues with detailed tickets that include evidence, impact, prior troubleshooting, and specific questions.
• Identify recurring problems and documentation gaps, improve support practices, and mentor colleagues through case reviews and troubleshooting sessions.

Requirements

• At least two years in technical customer support, SaaS or application support, technical account support, or a similar role.
• Experience handling complex technical investigations and escalations in a customer-facing setting.
• Methodical troubleshooting skills, including the ability to move from reported symptoms to an evidence-based diagnosis.
• Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
• Practical knowledge of several relevant areas, such as SSO and SAML, certificates and authentication flows, SMTP and email delivery, REST APIs, request analysis, SaaS integrations, or Kubernetes.
• Ability to explain technical issues clearly and work effectively with customers and internal technical teams.

Nice to have

• Experience with API testing tools and familiarity with web technologies and system dependencies.
• Interest in building expertise through product training, hands-on investigation, and relevant certifications.

Benefits and work setup

• Benefits may include healthcare coverage, flexible paid time off, equity awards, performance bonuses, retirement support, paid parental leave, and career development resources. Availability varies by country.