Senior Customer Support Analyst
Strength in Trust
OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.
The Challenge
OneTrust is seeking a Senior Support Analyst to join our professional services team. The Senior Support Analyst will provide ongoing product support, troubleshooting, and proposing pragmatic solutions for OneTrust customers.
Your Mission
This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, an ability to operate in escalated and high pressure situations, and a deep understanding of the OneTrust platform (and related technologies where appropriate)
On-Site Hybrid Schedule Requirement:
- This hybrid role offers a dynamic schedule with in-office collaboration (2 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, choose a weekend-inclusive schedule that fits your lifestyle: Tuesday-Saturday or Sunday-Thursday, working 9 AM - 6 PM PST.
- 1-3 on-call shifts per quarter will be required, which can occur on any day of the week. This ensures customers receive top-tier support when needed.
As a Senior Support Analyst, you will:
- Take the most complex 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
- Step into and take over management escalated cases where the customer is unhappy or the solution is unclear
- Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions
- Act as an internal SME within the Support organization, creating knowledge base material and upskilling colleagues
- 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
- Work independently to manage your time and commitments while meeting agreed performance levels
You Are
- You are eager to learn and quick to pick up new skills and great working independently while still contributing to a team.
- You provide great experience and are able to build a rapport with customers and you are great at managing and prioritizing a varied workload while meeting SLAs and deadlines focusing on quality and attention to detail.
Your Experience Includes:
- Bachelor’s degree or master’s in computer science, engineering, business or other related field
- At least 12 months demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills e.g. web/mobile development stack (HTML, CSS,
- Javascript, React), APIs/integrations
- 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
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, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.
Where we Work
OneTrust embraces a flexible working model. The underlying “why” for our workplace strategy is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to Finish Stronger.
Each role may have specific flexible, hybrid, or in-office requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.
Benefits
As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.
Resources
Check out the following to learn more about OneTrust and its people:
Your Data
You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.
Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.
Our Commitment to You
When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career
OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.
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OneTrust
At OneTrust, we exist to unlock every company's potential to thrive by doing what's good for people and the planet.
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