Support Analyst

Strength in Trust
At OneTrust, we exist to unlock every company's potential to thrive by doing what's good for people and planet. Using cutting-edge technology and a real-world approach to privacy, GRC, ethics, and ESG, we've created a no-nonsense platform to help supercharge the global push for Trust Intelligence.
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).
OneTrust's Application Support Engineers are...

• The front line of our organization, interacting with customers every day
• Supporting a huge range of clients, including half of the Fortune 500
• Troubleshooting mission-critical issues across a broad range of OneTrust technologies
• Key to OneTrust's customer retention and growth
• Building a deep knowledge of the OneTrust platform

Your Mission

• Support the Consent & Preferences components of OneTrust's Privacy & DataGovernance Cloud
• Provide consistently awesome multi-channel customer service to OneTrust's live customers
• Actively and accurately manage and drive to resolution a varied workload of customer support cases
• Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions
• Develop and maintain deep knowledge of the OneTrust platform, web and mobile technologies, and the privacy industry, including 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

You Are

• Degree, higher education qualification or 1-3 years' work experience in a similar role
• 2+ years' experience in core web technologies, including HTML, CSS and JavaScript
• Practical experience working with and troubleshooting software & web services
• Ability to effectively communicate complex information in accessible language
• Familiarity with mobile application development frameworks for Android / iOS
• Experience working with tag management systems (Google Tag Manager, Adobe Launch, Tealium)
• Familiarity with integrations & APIs
• Continuous improvement mindset and ability to contribute to process improvement
• Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releases
• Eager to learn and quick to pick up new skills
• Able to work independently while still contributing to a team
• 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

Extra Awesome

• Familiarity with IAB TCF 2.0 framework
• Experience using support ticketing tools such as Salesforce would be advantageous
• Prior experience implementing or supporting OneTrust's consent & preferences products
• Privacy industry experience, or CIPP/E / CIPM certified
• Language skills (Portuguese)

Resources
Check out the following to learn more about this role :

• What is OneTrust? (Video)
• Working at OneTrust (Video)
• Your Ultimate Guide to Careers at OneTrust (Blog)
• @LifeatOneTrust on Instagram
• Tune in to a recent virtual panel we held with four employees from our Customer Experience team to learn what it's like to be in their shoes.

Benefits
As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that's just the beginning!).
Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here's what you can expect from our OneTeam Total Rewards Program:

• Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We're also committed to fair and equitable pay practices.
• Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. G o green with commuter program discounts and in-office perks.
• Career Development: You're not just joining any company; you're joining the company that built the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series.
• Employee Recognition: We celebrate our accomplishments the best way we know how - together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel.
• Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You'll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.
• Health Benefits: No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive.

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 federal, state or local laws.