OneTrust is hiring a
Senior Support Analyst in United States

Summary

OneTrust is seeking a Senior Support Analyst to join their professional services team. The role requires an individual with excellent communication skills, advanced troubleshooting skills, deep understanding of the OneTrust platform, and relevant experience or certifications in privacy industry. The position offers competitive salary, benefits, and opportunities for career development.

Requirements

• Degree, higher education qualification or 1-5 years' work experience in a similar role
• At least 12 months demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations

Responsibilities

• Take complex support cases from Level 2 or 3 support queue and work with the customer to troubleshoot and resolve issues
• Actively manage a varied workload of customer support cases, keeping customers regularly updated on progress
• Step into and take over management escalated cases where the customer is unhappy or the solution is unclear
• Collaborate across OneTrust, including with product teams, to troubleshoot issues, identify root causes, and provide solutions
• Act as an internal SME within the Support organisation, creating knowledge base material and upskilling colleagues
• Continuously develop and maintain deep knowledge of specific areas of the OneTrust platform by attending office hours, completing regular release training, etc

Preferred Qualifications

• 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

Benefits

• Comprehensive healthcare coverage
• Flexible PTO
• Equity stock options
• Annual performance bonus opportunities
• Retirement account support
• 14+ weeks of paid parental leave
• Career development opportunities
• Company-paid privacy certification exam fees