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 and AI. They are seeking a Support Analyst to provide ongoing product support and troubleshooting for complex issues faced by customers, while collaborating with product teams and contributing to the support community.ResponsibilitiesTake support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and resolve the issueActively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progressCollaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutionsContinue to develop and maintain deep knowledge of specific areas of the OneTrust platform (and supporting technologies) by attending office hours, completing regular release training, etcBuild privacy industry expertise, including maintaining CIPP/E / CIPM certificationsContribute more broadly to the OneTrust support community, including creating knowledge articles and process improvementsWork independently to manage your time and commitments while meeting agreed performance levelsSkillsDegree, higher education qualification or 1-5 years’ work experience in a similar roleEither demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrationsAbility to learn rapidly, and master the OneTrust Privacy platformComplex analytical problem-solving skillsContinuous improvement mindset and ability to contribute to process improvementHighly developed written and verbal communication skills, with ability to effectively communicate complex information in accessible language via phone, video and e-mailAbility to work with and troubleshoot complex, web-based software suitesWorking knowledge of development processes, different operating systems, browsers, and programming languagesFlexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releasesPrivacy industry experience, or CIPP/E / CIPM certifiedLanguage skills (French, German, Spanish, Portuguese)Familiarity with IAB TCF 2.0 frameworkBenefitsDiscretionary bonusesEquityCommissionsComprehensive healthcare coverageFlexible PTOEquity RSUsAnnual performance bonus opportunitiesRetirement account support14+ weeks of paid parental leaveCareer development opportunitiesCompany-paid privacy certification exam feesCompany OverviewOneTrust 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 SponsorshipOneTrust 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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