Support Analyst - Join Our Talent Community

OneTrust•Atlanta, GA

43d•$28 - $42•Hybrid

About The Position

We're looking for a Support Analystâ to join the Global Customer Support (GCS) team. In this role, you'll provide ongoing technical support, troubleshooting, and sensible solutions for OneTrust customers. You'll develop deep expertise in the OneTrust platform, including its privacy automation modules, and collaborate across teams to confront issues and improve customer experience. Please note: This role is part of our proactive hiring strategy to build a pipeline of qualified candidates for anticipated future openings. Position will be located in Atlanta, GA On-Site Schedule Requirement: This hybrid role offers a dynamic schedule with in-office collaboration (3 days/week) and remote flexibility. Analyst will start with a Monday-Friday schedule for the first 3-6 months, gaining hands-on experience and expert training. Once fully ramped, analyst will transition to a Monday-Friday schedule, working 9 AM - 6 PM EST (could flex 8 AM - 5 PM or 10 AM -7 PM) No devoted weekend shifts Should expect to work 1-3 on-call shifts per quarter

Requirements

Degree, higher education qualification, or 2-4 years' work experience in a similar technical support role.
Experience with the OneTrust Privacy platform or relevant technical skills (e.g., HTML, CSS, JavaScript, React, APIs/integrations).
Ability to learn rapidly and master new modules and technologies.
Well-developed analytical and troubleshooting skills for complex web-based software.
Familiarity with development processes, operating systems, browsers, and programming languages.
Flexibility to work alternative shift patterns to support coverage and new releases.

Nice To Haves

Privacy industry experience or CIPP/E / CIPM certification.
Language skills (French, German, Spanish, Portuguese).
Knowledge of IAB TCF 2.0 framework.
Awareness of privacy, ethics, security, compliance, or sustainability concepts.
Experience with containerization and orchestration tools (Docker, Kubernetes, OpenShift).
Basic knowledge of relational databases (e.g., MySQL).
Familiarity with public cloud infrastructure (AWS, Azure, Google Cloud).
Linux and Windows administration skills.

Responsibilities

Take support cases from the Level 2 or 3 support queue and work directly with customers to troubleshoot and address issues.
Actively manage a varied workload of customer support cases, keeping customers regularly updated on progress.
Collaborate across OneTrust teams, including Product and Engineering, to identify root causes and deliver solutions.
Develop and maintain deep knowledge of specific areas of the OneTrust Privacy Platform, including: Assessment Automation Data Mapping Automation Data Subject Request (DSR) Automation Data Redaction Incident Management Maturity & Planning Training DataGuidance
Support customers in configuring, optimizing, and troubleshooting these modules to meet their privacy program goals.
Build privacy industry expertise, including maintaining CIPP/E or CIPM certifications.
Contribute to the support community by creating knowledge articles and suggesting process improvements.
Work individually to manage time and commitments while meeting performance expectations.