Senior Support Analyst

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. The Challenge, OneTrust is seeking a Support Analyst to join our Professional Services team. You'll provide advanced product support, troubleshooting, and pragmatic solutions for complex and high-impact customer issues. This role requires a confident communicator with strong technical acumen, analytical thinking, and a genuine passion for helping customers succeed. Your Mission

• Manage Level 2 and 3 support cases, diagnosing and resolving customer issues efficiently.
• Collaborate across teams, including Product and Engineering, to identify root causes and deliver timely solutions.
• Build deep expertise in specific areas of the OneTrust platform and related technologies through ongoing learning.
• Create and share knowledge articles, best practices, and process improvements within the Support community.
• Maintain up-to-date privacy certifications (e.g., CIPP/E, CIPM) and contribute to our culture of continuous improvement.
• Work independently, manage your priorities, and meet service performance goals.

You Are

A resourceful, customer-focused problem-solver who communicates with clarity, confidence, and empathy. You thrive in fast-paced environments, learn quickly, and take ownership of challenges from start to resolution.

• 5+ years' experience in a technical support, professional services, or similar customer-facing role.
• Experience with the OneTrust Privacy Platform or equivalent enterprise software.
• Strong technical foundation in APIs/integrations, JSON, Freemarker, SMTP, SSO, Kubernetes, and cloud solutions.
• Exceptional written and verbal communication skills, with the ability to explain complex issues clearly and confidently.
• Advanced troubleshooting and analytical skills with a focus on pragmatic, customer-centered solutions.
• Flexibility to support alternate shifts (e.g., late or weekend hours) when needed.