Remote Support Technician in London

Strength in Trust OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society. The ChallengeOneTrust is looking for a Support Analyst to join the CORE Platform Support team in London. In this role, you will own complex technical support cases involving integrations, authentication, APIs, messaging, and platform-level functionality.You will act as a trusted technical partner to customers and an escalation point for Support Analysts. You will investigate difficult issues, communicate clearly with customers, collaborate with Product and Engineering, and help strengthen the team’s technical capability through knowledge sharing and mentoring.The CORE team supports customers across areas including Single Sign-On, SMTP, APIs, Data Discovery, Certification Automation integrations, tenant-wide performance issues, integration workflows, and integration requests.Your MissionOwn and resolve complex CORE support cases escalated from Support Analysts, taking responsibility from initial investigation through resolution or an effective engineering handoff.Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and related platform capabilities.Reproduce customer issues in appropriate test or support environments and use available evidence to identify probable causes and practical resolutions.Analyse logs, trace information, configuration details, API requests, integration behaviour, and other technical evidence to isolate issues.Determine when an issue requires escalation to Product or Engineering and raise high-quality Jira tickets with the relevant troubleshooting, evidence, impact, and technical questions.Work closely with Product, Engineering, Incident Management, and other Support teams to drive complex issues to resolution.Mentor and support other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge-sharing sessions.Maintain strong case ownership, accurate documentation, timely updates, and adherence to support processes and service-level expectations.Continue building expertise through product releases, technical training, office hours, hands-on investigation, and relevant certifications.You Are2+ years of experience in a technical customer support, technical account support, SaaS support, application support, or similar role.Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.SSO, SAML, identity providers, certificates, and authentication flowsSMTP, email delivery, connection testing, and email-related troubleshootingKubernetesREST APIs, authentication, request/response analysis, and tools such as PostmanSaaS integrations, workflows, web technologies, and system dependenciesAbility to explain technical concepts clearly to both technical and non-technical audiences.Strong written and verbal English communication skills.Experience working with ticketing and engineering collaboration tools, such as Salesforce and Jira.Where we WorkWe 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.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. OneTrust Careers on YouTube@LifeatOneTrust on InstagramYour DataYou have the right to have your personal data updated or removed. 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. The request should be made on the Data Subject Request Form.Recruitment fraud warning:The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. 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. Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. net" email address. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. 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.