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# Support Analyst

- **Company:** Onetrust
- **Location:** London, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), JIRA, User Authentication, Software as a Service, Collaborative Software, Data Discovery, Simple Mail Transfer Protocols, Salesforce.Com, Security Assertion Markup Language (SAML), Single Sign-On, Systems Integration, Postman, Kubernetes, Integration Frameworks, Web Technologies, Restful APIs
- **Published:** October 14, 2026
- **Apply:** https://startup.jobs/support-analyst-onetrust-10443650

## About the Role

* 2+ years of experience in a technical customer support, technical account support, SaaS support, application support, or similar role.
 * Demonstrated experience handling complex technical issues and escalations in a customer-facing environment.
 * Strong troubleshooting skills and the ability to work methodically from symptoms and evidence to a clear diagnosis.
 * Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
 * Practical understanding of several of the following areas:
 + SSO, SAML, identity providers, certificates, and authentication flows
 + SMTP, email delivery, connection testing, and email-related troubleshooting
 + Kubernetes
 + REST APIs, authentication, request/response analysis, and tools such as Postman
 + SaaS integrations, workflows, web technologies, and system dependencies
 * Ability to explain technical concepts clearly to both technical and non-technical audiences.
 * Strong written and verbal English communication skills.
 * Experience working with ticketing and engineering collaboration tools, such as Salesforce and Jira.

## Description

OneTrust is looking for a Support Analyst to join the CORE Platform Support team in London. In this role, you will own complex technical support cases involving integrations, authentication, APIs, messaging, and platform-level functionality.

You will act as a trusted technical partner to customers and an escalation point for Support Analysts. You will investigate difficult issues, communicate clearly with customers, collaborate with Product and Engineering, and help strengthen the team's technical capability through knowledge sharing and mentoring.

The CORE team supports customers across areas including Single Sign-On, SMTP, APIs, Data Discovery, Certification Automation integrations, tenant-wide performance issues, integration workflows, and integration requests.

Your Mission

 * Own and resolve complex CORE support cases escalated from Support Analysts, taking responsibility from initial investigation through resolution or an effective engineering handoff.
 * Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and related platform capabilities.
 * Reproduce customer issues in appropriate test or support environments and use available evidence to identify probable causes and practical resolutions.
 * Analyse logs, trace information, configuration details, API requests, integration behaviour, and other technical evidence to isolate issues.
 * Provide clear, structured customer communication, including acknowledgement, investigation updates, action plans, and resolution explanations.
 * Determine when an issue requires escalation to Product or Engineering and raise high-quality Jira tickets with the relevant troubleshooting, evidence, impact, and technical questions.
 * Work closely with Product, Engineering, Incident Management, and other Support teams to drive complex issues to resolution.
 * Identify recurring issues, documentation gaps, workflow improvements, and opportunities to reduce repeat contacts and escalations.
 * Mentor and support other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge-sharing sessions.
 * Contribute to onboarding and enablement for new analysts joining the CORE team.
 * Maintain strong case ownership, accurate documentation, timely updates, and adherence to support processes and service-level expectations.
 * Continue building expertise through product releases, technical training, office hours, hands-on investigation, and relevant certifications., 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 category. 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.