Support Analyst

Strength in Trust   At OneTrust, we exist to unlock every company's potential to thrive by doing what's good for people and planet. Using cutting-edge technology and a real-world approach to privacy, GRC, ethics, and ESG, we’ve created a no-nonsense platform to help supercharge the global push for Trust Intelligence.  The Challenge   OneTrust’s Application Support Engineers are:    The front line of our organisation, interacting with customers every day    Supporting a huge range of clients, including half of the Fortune 500    Troubleshooting mission-critical issues across a broad range of OneTrust technologies    Key to OneTrust's customer retention and growth    Building a deep knowledge of the OneTrust platform     Your Mission   Support and troubleshoot questions and issues of OneTrust’s Privacy cloud solutions   Provide consistently awesome multi-channel customer service to OneTrust’s live customers    Actively and accurately manage and drive to resolution a varied workload of customer support cases    Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions    Develop and maintain deep knowledge of the OneTrust platform, web and mobile technologies, and the privacy industry, including 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 levels     You Are   Eager to learn and quick to pick up new skills    Able to work independently while still contributing to a team    Excited to find creative solutions to complex customer problems    Able to manage and prioritise 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   Relevant degree or higher education qualification, or 1-3 years’ experience in a relevant role   Practical experience working with and troubleshooting software & web services   Experience using support ticketing tools such as Salesforce    Complex problem-solving skills   Highly developed written and verbal communication skills   Ability to effectively communicate complex information in accessible language   Extra Awesome   Privacy industry experience, or CIPP/E / CIPM certified    Language skills (French, German, Spanish, Portuguese)    Configuration / troubleshooting of REST APIs   Benefits As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!).    Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program:   Competitive Compensation:  We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices.   Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. G o green with commuter program discounts and in-office perks.    Career Development: You’re not just joining any company; you’re joining the company that built the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series.     Employee Recognition:  We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel.   Focus on Wellbeing:  Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.    Health Benefits:  No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive.   Our Commitment to You 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 industry — Trust. 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. OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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 $59.70 — $79.58 USD Resources   Check out the following to learn more about OneTrust and its people:  OneTrust Careers on YouTube Your Ultimate Guide to Careers at OneTrust @LifeatOneTrust on Instagram