Strength in Trust

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 Global Customer Support (GCS) team. In this role, you’ll provide ongoing technical support, troubleshooting, and sensible solutions for OneTrust customers. You’ll develop deep expertise in the OneTrust platform, including its privacy automation modules, and collaborate across teams to confront issues and improve customer experience.

Please note: This role is part of our proactive hiring strategy to build a pipeline of qualified candidates for anticipated future openings.

Position will be located in Atlanta, GA

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 Monday-Friday schedule, working 9 AM - 6 PM EST (could flex 8 AM - 5 PM or 10 AM -7 PM)
No devoted weekend shifts
Should expect to work 1-3 on-call shifts per quarter

Your Mission

Take support cases from the Level 2 or 3 support queue and work directly with customers to troubleshoot and address issues.
Actively manage a varied workload of customer support cases, keeping customers regularly updated on progress.
Collaborate across OneTrust teams, including Product and Engineering, to identify root causes and deliver solutions.
Develop and maintain deep knowledge of specific areas of the OneTrust Privacy Platform, including:
- Assessment Automation
- Data Mapping Automation
- Data Subject Request (DSR) Automation
- Data Redaction
  Incident Management
- Maturity & Planning
- Training
- DataGuidance
Support customers in configuring, optimizing, and troubleshooting these modules to meet their privacy program goals.
Build privacy industry expertise, including maintaining CIPP/E or CIPM certifications.
Contribute to the support community by creating knowledge articles and suggesting process improvements.
Work individually to manage time and commitments while meeting performance expectations.

You Are

A proficient communicator with exemplary oral and written skills.
Willingness to learn and quick to pick up new technologies and concepts.
Able to work autonomously while contributing to a collaborative team environment.
A creative problem-solver who enjoys finding solutions to complex customer challenges.
Detail-oriented and focused on delivering high-quality support.
Customer-centric and skilled at building rapport and trust.

Your Experience Includes

Degree, higher education qualification, or 2–4 years' work experience in a similar technical support role.
Experience with the OneTrust Privacy platform or relevant technical skills (e.g., HTML, CSS, JavaScript, React, APIs/integrations).
Ability to learn rapidly and master new modules and technologies.
Well-developed analytical and troubleshooting skills for complex web-based software.
Familiarity with development processes, operating systems, browsers, and programming languages.
Flexibility to work alternative shift patterns to support coverage and new releases.

Extra Awesome

Privacy industry experience or CIPP/E / CIPM certification.
Language skills (French, German, Spanish, Portuguese).
Knowledge of IAB TCF 2.0 framework.
Awareness of privacy, ethics, security, compliance, or sustainability concepts.
Experience with containerization and orchestration tools (Docker, Kubernetes, OpenShift).
Basic knowledge of relational databases (e.g., MySQL).
Familiarity with public cloud infrastructure (AWS, Azure, Google Cloud).
Linux and Windows administration skills.

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.