Senior Support Analyst

Take support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and resolve the issue. Support our West Coast customers, working West Coast hours (9-6PT or 12 pm-9 pm ET) Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress. Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions. Continue to develop and maintain deep knowledge of specific areas of the OneTrust platform (and supporting technologies) by attending office hours, completing regular release training, etc. Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications. Contribute more broadly to the OneTrust support community, including creating knowledge articles and process improvements. Work independently to manage your time and commitments while meeting agreed performance. Step into and take over escalated cases from Associate/Support Analyst levels and where the customer is unhappy, or the solution is unclear.