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[Remote] Senior Support Analyst - Consent & Preference

Work from home Full-time role Hiring

Note: The job is a remote job and is open to candidates in USA. OneTrust is a company focused on enabling innovation through responsible data use. They are seeking a Senior Support Analyst to join their Global Customer Support team, where the role involves providing technical support and troubleshooting for OneTrust customers while collaborating with product teams to resolve issues.

Responsibilities

  • 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
  • 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

Skills

  • 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
  • Hardworking and determined individual focused on providing a great customer experience while building rapport
  • 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
  • Degree, higher education qualification or 5-7 years' work experience in a similar role
  • Either demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations
  • Ability to learn rapidly, and master the OneTrust Privacy platform
  • 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
  • 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
  • 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
  • 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

Benefits

  • Discretionary bonuses
  • Equity
  • Commissions
  • 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

Company Overview

  • OneTrust is the AI-Ready Governance platform helping organizations accelerate innovation while ensuring responsible data use. It was founded in 2016, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.onetrust.com.

    • Company H1B Sponsorship

  • OneTrust has a track record of offering H1B sponsorships, with 8 in 2023, 104 in 2022, 110 in 2021, 94 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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