Customer Support Engineer

Strength in Trust

OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

OneTrust is seeking a Customer Support Engineer to join our professional services team. The Support Engineer will provide ongoing product support, troubleshooting, and pragmatic solutions for the most complex and critical issues that OneTrust customers face. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, and an understanding of the OneTrust platform (and related technologies where appropriate).

Your Mission

• Take support cases from the Level 2 or 3 support queue (as appropriate) 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 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 levels
  
  

You Are

You are a hardworking and determined individual focused on providing a great customer experience while building rapport. You’re an independent worker who can solve complex customer problems in a creative manner.

Your Experience Includes

• Degree, higher education qualification or 1-5 years' work experience in a similar role
• Either demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations
• Ability to learn rapidly, and master the OneTrust Privacy platform
• Complex analytical problem-solving skills
• Continuous improvement mindset and ability to contribute to process improvement
• Highly developed written and verbal communication skills, with ability to effectively communicate complex information in accessible language via phone, video and e-mail
• Ability to work with and troubleshoot complex, web-based software suites
• Working knowledge of development processes, different operating systems, browsers, and programming languages.
• Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releases
• Privacy industry experience, or CIPP/E / CIPM certified 
• Familiarity with IAB TCF 2.0 framework  
  
  

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

$58,500—$87,750 USD

Where we Work

OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.

The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to Finish Stronger.

We are committed to a flexible approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”.

• Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.
• Location-flex: Similar to other companies’ remote policies, for OneTrust “Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role.
  
  

Each role may have specific requirements, so we encourage you to verify the location of the role 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 stock options, 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:

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram
  
  

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 industry — Trust. 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.