Support Analyst – Join Our Talent Community at OneTrust

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Privacy, Security, AIIndustries

Requirements

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
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
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 (hybrid role: 3 days/week in-office in Atlanta, GA; Monday-Friday 9 AM-6 PM EST after ramp-up; 1-3 on-call shifts per quarter)

Responsibilities

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, and 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

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingCustomer SupportPrivacy AutomationOneTrust PlatformRisk Management

Questions & Answers

Common questions about this position

What is the work schedule and location for this Support Analyst role?

The position is located in Atlanta, GA, with a hybrid schedule requiring in-office collaboration 3 days per week and remote flexibility. It starts with a Monday-Friday schedule for the first 3-6 months, then transitions to 9 AM - 6 PM EST (flexible to 8 AM - 5 PM or 10 AM - 7 PM), with 1-3 on-call shifts per quarter and no weekend shifts.

What specific areas of the OneTrust platform must I have knowledge of?

You need to develop deep knowledge of Assessment Automation, Data Mapping Automation, Data Subject Request (DSR) Automation, Data Redaction, Incident Management, Maturity & Planning, Training, and DataGuidance modules.

What certifications are required or recommended for this position?

You should build privacy industry expertise, including maintaining CIPP/E or CIPM certifications.

What are the key qualities of a successful Support Analyst at OneTrust?

Successful candidates are proficient communicators with exemplary oral and written skills, willing to learn and quick to pick up new technologies, and able to work autonomously while contributing to the team.

What is the salary or compensation for this role?

This information is not specified in the job description.

OneTrust

Data privacy and governance management platform

About OneTrust

OneTrust provides a platform that assists businesses in managing their data privacy, governance, risk, and compliance needs. The platform helps organizations visualize and control their data, addressing the challenge of 'data sprawl' by tracking what data they have, where it is stored, and how it is used. This is crucial for ensuring compliance with various laws and regulations regarding data usage and customer privacy. OneTrust serves a wide range of businesses, from small companies to large enterprises, all of which need to handle data responsibly. The company operates on a subscription model, where clients pay a recurring fee based on their size and data management needs. OneTrust's goal is to empower businesses to use data ethically while maintaining compliance with legal standards.

Atlanta, GeorgiaHeadquarters

2016Year Founded

$1,089.5MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Stock Options

Performance Bonus

401(k) Retirement Plan

401(k) Company Match

Parental Leave

Professional Development Budget

Risks

Emerging privacy tech startups may erode OneTrust's market share.

Rapid AI technology evolution could outpace OneTrust's platform capabilities.

Over-reliance on partnerships may expose OneTrust to performance risks.

Differentiation

OneTrust offers a comprehensive platform for data privacy and governance management.

The platform automates compliance with global data privacy regulations, reducing manual efforts.

OneTrust's integration with IAB Diligence Platform enhances its advertising compliance capabilities.

Upsides

Growing demand for AI governance tools boosts OneTrust's market potential.

Partnerships with cloud providers like Microsoft Azure expand platform accessibility.

Increasing complexity of global data privacy regulations drives demand for OneTrust's solutions.

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