Senior Support Analyst

OneTrust•Atlanta, GA

5d•Hybrid

About The Position

We're looking for a Senior Support Analyst to join the GCS (Global Customer Support) team. In this role, you will provide ongoing technical support, troubleshooting and proposing pragmatic solutions for OneTrust customers. This position requires a confident individual with excellent verbal and written communication skills, advanced troubleshooting skills and an ability to operate in escalated and high pressure situations. You will be required to develop deep understanding of the OneTrust platform and Collaborate across OneTrust teams, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.

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.
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.
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.
Degree, higher education qualification or 5-7 years' work experience in a similar rôle.
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 (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.