Senior Support Analyst - Consent & Preference

OneTrust•San Francisco, CA

2d•$34 - $50•Hybrid

About The Position

OneTrust is seeking a Senior Support Analyst to join the Global Customer Support (GCS) team. This role involves providing ongoing technical support, troubleshooting, and proposing pragmatic solutions for OneTrust customers. The ideal candidate will be confident, possess excellent verbal and written communication skills, advanced troubleshooting abilities, and the capacity to perform under pressure in escalated situations. A deep understanding of the OneTrust platform is required, along with the ability to collaborate with various OneTrust teams, including product teams, to resolve issues and identify root causes.

Requirements

Excellent oral and written communication skills.
Technically adept.
Eager to learn and quick to pick up new skills.
Able to work independently while still contributing to a team.
Hardworking and determined individual focused on providing a great customer experience while building rapport.
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.

Nice To Haves

Experience supporting Android Studio and Xcode projects.
Familiarity with mobile app debugging, testing, and deployment for both Android and iOS platforms.
Understanding of modern JavaScript frameworks and libraries (e.g., React, Angular, Vue.js) as applicable to supported systems.

Responsibilities

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.
Step into and take over escalated cases from Associate/Support Analyst levels and where the customer is unhappy, or the solution is unclear.
Understanding of HTML, XML, API, JavaScript, or similar languages
Diagnose and resolve issues related to API integrations, performance, and functionality.
Interpret and work with API documentation and specifications (e.g., REST, SOAP).
Use API testing tools such as Postman to validate and troubleshoot API calls.
Debug and troubleshoot JavaScript code within both web and mobile applications.
Analyze stack traces and investigate logs using observability tools such as Datadog or similar platforms.
Use browser developer tools to inspect network activity and debug website behavior.
Maintain clear and comprehensive documentation of issues, solutions, and best practices.