Customer Support Analyst

Strength in Trust 

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

OneTrust is seeking a Support Analyst to join our professional services team. The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions for the most complex and critical issues that OneTrust customers face. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, and an understanding of the OneTrust platform (and related technologies where appropriate). 

On-Site Hybrid Schedule Requirement:

• This hybrid role offers a dynamic schedule with in-office collaboration (2 days/week) and remote flexibility.
• Analyst  will start with a Monday-Friday schedule for the first 3-6 months, gaining hands-on experience and expert training.
• Once fully ramped, choose a weekend-inclusive schedule that fits your lifestyle: Saturday-Wednesday or Sunday-Thursday, working 9 AM - 6 PM PST.
• 1-3 on-call shifts per quarter will be required, which can occur on any day of the week. This ensures customers receive top-tier support when needed.

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 levels  

You Are

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. 

Your experience includes: 

• Degree, higher education qualification or 1-5 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   

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