Senior Customer 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 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)

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.