Support Analyst

Strength in Trust

Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and 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 a Support Analyst to 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 your oral and written communication skills.

Eager to learn and quick 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

Either demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations

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

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 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

Experience with HTML, CSS, Javascript

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