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About the Role
Provide ongoing technical support, troubleshooting, and pragmatic solutions for OneTrust customers. This role requires advanced troubleshooting skills and the ability to operate in escalated and high-pressure situations. You will develop a deep understanding of the OneTrust platform and collaborate across teams to troubleshoot issues, identify root causes, and provide solutions.
Responsibilities
- Take support cases from the Level 2 or 3 support queue 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 product teams, to troubleshoot issues, identify root causes, and provide solutions.
- Develop and maintain deep knowledge of specific areas of the OneTrust platform and supporting technologies.
- Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications.
- Contribute to the OneTrust support community by creating knowledge articles and process improvements.
- Work independently to manage time and commitments while meeting agreed performance.
- Take over escalated cases from Associate/Support Analyst levels where the customer is unhappy or the solution is unclear.
- Understand 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.
Requirements
- 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.
Skills
- HTML
- XML
- API
- JavaScript
- REST
- SOAP
- Postman
- Datadog
- Android Studio
- Xcode
- React
- Angular
- Vue.js
Location
- Remote
- Hybrid
Work Type
- Full-time
- Office-first
Experience Level
- Senior
Education Level
- CIPP/E certification
- CIPM certification
Salary/Compensations
- $34.25—$50 USD
Benefits
- 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
About the Company
- OneTrust’s mission is to enable innovation through the responsible use of data and AI.
- OneTrust is redefining what responsible innovation looks like with the AI‑Ready Governance Platform™.
- The platform unifies regulatory intelligence, automation, and connected governance workflows.
- Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.
Equal Opportunity
- OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.