Support Analyst Core Platform

The Challenge

OneTrust is looking for a Senior Support Analyst to join the CORE Platform Support team in Madrid. 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

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

Application logs, trace IDs, HAR files, browser diagnostics, and configuration analysis

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.

Ability to manage competing priorities, maintain case momentum, and make sound decisions under pressure.

A collaborative mindset and willingness to coach others and share knowledge.

A customer-focused approach grounded in empathy, ownership, critical thinking, and sound technical judgement.

Nice to have

Experience supporting privacy, security, governance, risk, or compliance technology.

Familiarity with enterprise SaaS platforms and multi-tenant application architectures.

Experience creating or maintaining knowledge articles, troubleshooting guides, or internal enablement content.

Relevant technical, privacy, security, or cloud certifications.

Professional fluency in an additional European language.

How success will be measured

Complex cases are progressed with clear ownership, structured troubleshooting, and timely customer communication.

Escalations to Product or Engineering contain complete, reproducible evidence and a clearly defined technical question.

Customers receive accurate, practical resolutions and a consistent support experience.

Knowledge is shared effectively, helping analysts build confidence and resolve more issues independently.

Recurring issues and documentation gaps are identified and converted into measurable improvements.

Support processes, case records, and service-level expectations are consistently maintained.