Senior Support Analyst

Strength in Trust OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society. The Challenge 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 . Your Mission • Take support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and resolve the issue. • Support our West Coast customers, working West Coast hours (9-6PT or 12 pm-9 pm ET) • 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 .  You Are • 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.  Key Responsibilities : • 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