Senior Support Analyst - Consent & Preference

OneTrust•San Francisco, CA

3d•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 solutions for OneTrust customers. The ideal candidate will be confident, possess excellent communication and advanced troubleshooting skills, and be able to handle escalated and high-pressure situations. Responsibilities include developing a deep understanding of the OneTrust platform and collaborating with 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.
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 rapport with customers.
Degree, higher education qualification or 5-7 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.

Nice To Haves

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.

Responsibilities

Take support cases from the Level 2 or 3 support queue 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 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.
Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications.
Contribute to the OneTrust support community by creating knowledge articles and suggesting process improvements.
Work independently to manage time and commitments while meeting agreed performance metrics.
Step into and take over escalated cases from Associate/Support Analyst levels where the customer is unhappy or the solution is unclear.