Principal Software Engineer - Enterprise Customer

OneTrust•Atlanta, GA

2d•$196,500 - $294,750•Hybrid

About The Position

OneTrust is seeking a Principal-level, US-based, customer-facing engineer with deep expertise in large-scale, distributed data systems. This role is crucial for solving complex customer problems, acting as the technical front line for major enterprise clients. Responsibilities include diagnosing and resolving production issues, developing solutions that leverage the OneTrust platform, and translating customer challenges into product and engineering priorities. This is a high-impact, visible position reporting to the SVP of Engineering, with close collaboration with Product Management, Support, Engineering, and Customer Success. Essential skills include clear communication and strong customer empathy.

Requirements

12+ years of hands-on engineering experience, with at least 3 years in a customer-facing role (e.g., Solutions Engineer, Customer/Field Engineer, Technical Account Manager, or similar)
Distributed datastores or warehouses (e.g., Cosmos DB, BigQuery, Snowflake, Databricks, Cassandra, MongoDB, similar)
Large-scale data processing frameworks (e.g., Spark, Flink, Kafka, streaming pipelines)
High-throughput, low-latency APIs and services in a cloud environment
Proven track record of troubleshooting complex production issues across multiple layers (application, data, infrastructure, network)
Hands-on experience with at least one major cloud provider (Azure, AWS, or GCP), including monitoring, logging, and observability tooling
Strong scripting or programming skills (e.g., Python, Java, C#, or similar), sufficient to analyze logs, build small tools, and understand production code paths
Ability to explain complex technical concepts in simple, business-relevant language
Comfortable presenting to both engineers and executive stakeholders at enterprise customers
Demonstrated customer empathy and ownership: you care about outcomes, not just tickets closed

Nice To Haves

Experience in B2B SaaS, especially in data, security, privacy, or compliance domains.
Background in high-scale multi-tenant architectures and performance optimization.
Familiarity with incident management practices and tools (e.g., runbooks, on-call rotations, incident command structures).
Experience working with product managers to shape roadmaps based on customer needs and operational insights.
Prior exposure to consent, privacy, or data governance systems is a plus, but not required.

Responsibilities

Act as the primary technical point of contact for a portfolio of strategic enterprise customers using our big-data and high-scale services.
Diagnose and troubleshoot complex issues across distributed systems, data pipelines, APIs, and integrations, often in live or near-live production contexts.
Reproduce, triage, and drive resolution of incidents in partnership with Product Engineering, SRE/CloudOps, and Support.
Lead deep-dive technical sessions with customers to understand their architectures, data flows, performance constraints, and success metrics.
Translate customer pain points into clear problem statements, technical requirements, and prioritized backlog items for Product Management and Engineering.
Guide customers through best practices for scalability, reliability, cost efficiency, and observability when using our platform.
Mentor Support and Customer Success teams on technical topics so they can handle a broader range of issues independently.
Create high-quality technical assets: runbooks, knowledge base articles, reference architectures, sample code, and internal playbooks.
Participate in incident postmortems and drive improvements to product, tooling, and processes that reduce recurrence.
Provide structured, data-driven feedback to Product Management on roadmap, usability, and technical gaps surfaced through customer engagements.