Senior Support Analyst

Strength in Trust  At OneTrust, we help businesses around the world to make trust a competitive advantage. Our category-defining enterprise platform enables organizations to operationalize trust across privacy, security, data governance, GRC, third-party risk, ethics, and compliance, and ESG. The Challenge  OneTrust is seeking a Senior Support Analyst to join our professional services team. The Senior Support Analyst will provide ongoing product support, troubleshooting, and proposing pragmatic solutions for OneTrust customers.     Your Mission  This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, an ability to operate in escalated and high pressure situations, and a deep understanding of the OneTrust platform (and related technologies where appropriate)   As a Senior Support Analyst, you will:   Independently drive escalations from initiation through to resolution while collaborating with both internal and external stakeholders  Work with internal support / technical / operational teams to unblock troubleshooting and prioritise resourcing & effort.  Manage regular communications (e.g. status updates regarding troubleshooting and resolution timelines, establish and chair incident bridges) to both customers and internal stakeholders / management  Analyse escalation trends and produce strategic recommendations to proactively address systemic issues.  Contribute to continual improvement of OneTrust’s escalation processes   Be an advocate for OneTrust’s escalation processes internally, driving awareness amongst colleagues.  You Are   Independent operator, with a structured approach to prioritizing and managing workload.    Comfortable communicating with senior stakeholders, both internal and external  Empathetic to customer concerns and able to remain calm under pressure.  Able to quickly form and lead an ad hoc team to resolve a customer’s issue  A methodical troubleshooter  Able to quickly grasp detailed technical information and translate into business-facing updates.  Comfortable working non-standard hours or being on call as determined by the situatio Your Experience Includes:   4+ years’ experience in an incident management role  Proven success in and genuine enthusiasm for working directly with customers  Practical experience in troubleshooting software and web services  Excellent verbal and written communication skills, including the ability to chair meetings and write concise status updates  Extra Awesome Experience working with Salesforce Services module.  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, remote or hybrid workplace flexibility, flexible PTO, equity stock options, 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  Data Subject Request Form .