Support Analyst - Core

Support Analyst - Core

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. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

We're looking for a Support Analyst to join the GCS (Global Customer Support) team. In this role, you will provide ongoing technical support, troubleshooting and propose pragmatic solutions for OneTrust customers. This position requires a confident individual with excellent verbal and written communication skills, advanced troubleshooting skills and an ability to operate in escalated and high-pressure situations. You will be required to develop deep understanding of the OneTrust platform and collaborate across OneTrust teams, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.

On-Site Schedule Requirement:

• This hybrid role offers a dynamic schedule with in-office collaboration (3 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, analyst will transition to a Tuesday-Saturday schedule, working 9 AM - 6 PM EST.

Your Mission

• Take 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.
• Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.
• 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.
• 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.

What You'll Work With

This is a highly technical role that will allow you to dive deep into multiple domains, including integrations, infrastructure, and security. Ideal candidates will bring a mix of experience in the following areas—or demonstrate the ability to learn quickly:

Integrations & APIs

• Working with RESTful/SOAP APIs, JSON/XML payloads, and tools like Postman
• Familiarity with Apache Kafka, Freemarker templates, and OOP concepts
• Understanding of OAuth 2.0, PGP encryption, and secure file transfer protocols (SFTP/FTP)
• Exposure to middleware or integration platforms

Infrastructure & Data Discovery

• Hands-on experience with Kubernetes, Docker, and container orchestration tools
• Working knowledge of Linux CLI, networking, and basic cloud infrastructure (AWS, Azure, GCP)
• Familiarity with relational databases (e.g., MySQL)

Email & Communication Systems

• Knowledge of SMTP, Microsoft Exchange, SendGrid, and dynamic email templating (HTML/variables)

Access Management & Security

• Experience with Single Sign-On (SSO) and SAML assertions
• Understanding of SCIM provisioning, identity federation, and user/group management models

You Are

• Excellent with your oral and written communication skills.
• Eager to learn and quick to pick up new skills.
• Able to work independently while still contributing to a team.
• You are a hardworking and determined individual focused on providing a great customer experience while building rapport.
• You're an independent worker who can solve complex customer problems in a creative manner.
• 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.

Your Experience Includes

• Degree, higher education qualification or 3-5 years' work experience in a similar role
• Either demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations
• Ability to learn rapidly, and master the OneTrust Privacy platform
• 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

Extra Awesome

• Privacy industry experience, or CIPP/E / CIPM certified
• Language skills (French, German, Spanish, Portuguese)
• Familiarity with IAB TCF 2.0 framework
• Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends
• Working knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift.
• Basic Knowledge of relational databases such as MySQL
• Knowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets).
• Linux and Windows Administration skills
• Experience with HTML, CSS, Javascript

Salary Range $28.13 - $42.19 USD

Where We Work

We are embracing an office first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you'll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources

Check out the following to learn more about OneTrust and its people:

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the