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:
- Take the most complex 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
- Step into and take over management escalated cases where the customer is unhappy or the solution is unclear
- Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions
- Act as an internal SME within the Support organization, creating knowledge base material and upskilling colleagues
- 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
Work independently to manage your time and commitments while meeting agreed performance levels
You Are
- You are eager to learn and quick to pick up new skills and great working independently while still contributing to a team.
- You provide great experience and are able to build a rapport with customers and you are great at managing and prioritizing a varied workload while meeting SLAs and deadlines focusing on quality and attention to detail.
Your Experience Includes:
- Bachelor s degree or master s in computer science, engineering, business or other related field
- At least 5+ years demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations
- 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.
