Support Analyst

OneTrust•San Francisco, GA

9d•Hybrid

About The Position

OneTrust is seeking a Support Analyst to join their 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 skills, advanced troubleshooting abilities, and the capacity to handle escalated and high-pressure 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

Degree, higher education qualification or 3-5 years' work experience in a similar role
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.