Support Analyst - Privacy

Atlanta, Georgia

Strength in Trust 

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

We're looking for a Support Analyst to join the Global Customer Support (GCS) team. In this role, you’ll provide ongoing technical support, troubleshooting, and sensible solutions for OneTrust customers. You’ll develop deep expertise in the OneTrust platform, including its privacy automation modules, and collaborate across teams to confront issues and improve customer experience.

This position requires impressive communication skills, advanced troubleshooting capabilities, and the ability to operate proficiently in escalated and high-pressure situations.

Position will be located in Atlanta, GA

On-Site Schedule Requirement:

  • This hybrid role offers a dynamic schedule with in-office collaboration (3 days/week) and remote flexibility.
  • Analyst will start with a Monday-Friday schedule for the first 3-6 months, gaining hands-on experience and expert training.
  • Once fully ramped, analyst will transition to a Monday-Friday schedule, working 9 AM - 6 PM EST (could flex 8 AM - 5 PM or 10 AM -7 PM)
  • No devoted weekend shifts
  • Should expect to work 1-3 on-call shifts per quarter

Your Mission

  • 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
    • 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.

You Are

  • A 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.
  • A 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.

Your Experience Includes

  • 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.

Extra Awesome

  • Privacy industry experience or CIPP/E / CIPM certification.
  • Language skills (French, German, Spanish, Portuguese).
  • Knowledge of IAB TCF 2.0 framework.
  • Awareness of privacy, ethics, security, compliance, or sustainability concepts.
  • Experience with containerization and orchestration tools (Docker, Kubernetes, OpenShift).
  • Basic knowledge of relational databases (e.g., MySQL).
  • Familiarity with public cloud infrastructure (AWS, Azure, Google Cloud).
  • Linux and Windows administration skills.

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range

$28.13 - $42.19 USD

Where we Work

We are embracing an office first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes 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, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources  

Check out the following to learn more about OneTrust and its people: 

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.

Our Commitment to You 

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career. 

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.

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