Senior Support Analyst - Remote

Overview

OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, 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: Saturday-Wednesday 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.