Support Analyst: Complex SaaS Integrations & API Expert

onetrust; EUA; Teletrabalho; USD 66 000 - 79 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

SSO & SAML

REST APIs

Troubleshooting

Customer communication

Ferramentas

Kubernetes

Email delivery

API testing tools

Descrição da oferta de emprego

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.