The Challenge

We're looking for a Senior Support Analyst to join the GCS (Global Customer Support) team. In this role, you will provide ongoing technical support, troubleshooting and proposing 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 .
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.

• Step into and take over escalated cases from Associate/Support Analyst levels and where the customer is unhappy, or the solution is unclear

You Are

• Excellent oral and written communication skills.

• Technically adept.

• 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.

Key Responsibilities:

• Understanding of HTML, XML, API, JavaScript, or similar languages
• Diagnose and resolve issues related to API integrations, performance, and functionality.
• Interpret and work with API documentation and specifications (e.g., REST, SOAP).
• Use API testing tools such as Postman to validate and troubleshoot API calls.
• Debug and troubleshoot JavaScript code within both web and mobile applications.
• Analyze stack traces and investigate logs using observability tools such as Datadog or similar platforms.
• Use browser developer tools to inspect network activity and debug website behavior.
• Maintain clear and comprehensive documentation of issues, solutions, and best practices.

Extra Awesome

• Experience supporting Android Studio and Xcode projects.
• Familiarity with mobile app debugging, testing, and deployment for both Android and iOS platforms.
• Understanding of modern JavaScript frameworks and libraries (e.g., React, Angular, Vue.js) as applicable to supported systems.

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range

$34.25-$50 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:
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 OverviewYou 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 Data Subject Request Form.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to [email protected].