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OneTrust
OneTrust
1001 – 5000 Zaposleni
Sponzor vizuma H1BKibernetska varnostSkladnostUpravljanje podatkov in UI
OneTrust builds software for privacy, compliance, cybersecurity, and data and AI governance. Its platform helps organizations manage consent and preferences, automate privacy workflows, assess third-party risk, and address technology risk and compliance. OneTrust’s work centers on helping businesses govern how data is collected and used while maintaining visibility into privacy and security risks.
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Delovna mesta v podjetju

Support Analyst

Resolve complex SaaS integration, authentication, API, and platform issues for OneTrust’s responsible data governance platform. Work with customers, Product, and Engineering to investigate and resolve escalated cases.

GBZdruženo kraljestvoHibridnoPolni delovni časJuniorSrednja ravenDiploma ni potrebnaZahtevani Jezik: angleščinaInženir podpore
KubernetesSMTP

Opis

  • Resolve complex CORE support cases escalated by Support Analysts, through resolution or handoff to Engineering.
  • Troubleshoot advanced issues involving SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and related platform features.
  • Reproduce customer issues in test or support environments, then identify likely causes and workable solutions.
  • Analyse logs, traces, configurations, API requests, integration behaviour, and other technical evidence.
  • Keep customers informed with investigation updates, action plans, and clear explanations of resolutions.
  • Escalate issues to Product or Engineering and prepare high-quality Jira tickets.
  • Work with Product, Engineering, Incident Management, and Support teams.
  • Spot recurring issues, documentation gaps, workflow improvements, and ways to reduce escalations.
  • Help other analysts through case reviews, technical guidance, walkthroughs, and knowledge-sharing sessions.
  • Support onboarding and enablement for new analysts on the CORE team.
  • Own cases, maintain accurate records, provide timely updates, and follow support processes and service-level expectations.
  • Develop expertise through product releases, technical training, office hours, hands-on investigations, and certifications.

Zahteve

  • At least two years of experience in technical customer support, technical account support, SaaS support, application support, or a similar role.
  • Experience managing complex technical issues and escalations in a customer-facing setting.
  • Strong troubleshooting and methodical diagnostic skills.
  • Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
  • Practical knowledge of SSO, SAML, identity providers, certificates, and authentication flows.
  • Practical knowledge of SMTP, email delivery, connection testing, and email troubleshooting.
  • Practical knowledge of Kubernetes.
  • Practical knowledge of REST APIs, authentication, request and response analysis, and tools such as Postman.
  • Practical knowledge of SaaS integrations, workflows, web technologies, and system dependencies.
  • Ability to explain technical concepts clearly to technical and non-technical audiences.
  • Strong written and spoken English communication skills.
  • Experience with ticketing and engineering collaboration tools such as Salesforce and Jira.

Ugodnosti

  • Comprehensive healthcare coverage
  • Flexible paid time off
  • Equity in the form of RSUs
  • Annual performance bonus opportunities
  • Retirement account support
  • At least 14 weeks of paid parental leave
  • Career development opportunities
  • Company-paid fees for privacy certification exams
  • Remote working arrangement indicated in the metadata
  • Office attendance encouraged three days per week for most roles, subject to role requirements or flexibility

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