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 OneTrust is seeking a Support Analyst to join our professional services team. The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions for the most complex and critical issues that OneTrust customers face. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, and an understanding of the OneTrust platform (and related technologies where appropriate). 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 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 levels Y ou Are 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. Your experience includes: Degree, higher education qualification or 1-5 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 Extra Awesome Privacy industry experience, or CIPP/E / CIPM certified  Language skills (French, German, Spanish, Portuguese)  Familiarity with IAB TCF 2.0 framework   For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, i