At a Glance
- Tasks: Resolve complex technical support cases and troubleshoot advanced issues for customers.
- Company: Join OneTrust, a leader in responsible data use and AI innovation.
- Benefits: Enjoy flexible PTO, comprehensive healthcare, equity options, and career development opportunities.
- Other info: Collaborative office culture with opportunities for mentorship and growth.
- Why this job: Be part of a mission-driven team shaping the future of trusted data.
- Qualifications: 2+ years in technical support with strong troubleshooting skills.
The predicted salary is between 34650 - 42350 £ per year.
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.
The Challenge
OneTrust 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 Mission
- Own 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.
- Provide clear, structured customer communication, including acknowledgement, investigation updates, action plans, and resolution explanations.
- 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.
- Identify recurring issues, documentation gaps, workflow improvements, and opportunities to reduce repeat contacts and escalations.
- Mentor and support other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge‑sharing sessions.
- Contribute to onboarding and enablement for new analysts joining the CORE team.
- 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 Are
- 2+ years of experience in a technical customer support, technical account support, SaaS support, application support, or similar role.
- Demonstrated experience handling complex technical issues and escalations in a customer‑facing environment.
- Strong troubleshooting skills and the ability to work methodically from symptoms and evidence to a clear diagnosis.
- Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
- Practical understanding of several of the following areas: SSO, SAML, identity providers, certificates, and authentication flows; SMTP, email delivery, connection testing, and email‑related troubleshooting; REST APIs, authentication, request/response analysis, and tools such as Postman; SaaS integrations, workflows, web technologies, and system dependencies.
- Ability 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 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.
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.
Support Analyst employer: OneTrust
At OneTrust, we pride ourselves on being an exceptional employer that champions innovation and responsible data use. Our collaborative office-first culture fosters teamwork and personal connections, while our comprehensive benefits—including flexible PTO, equity opportunities, and extensive career development—empower employees to thrive both professionally and personally. Join us in shaping the future of AI governance and enjoy a workplace where your contributions are valued and your growth is a priority.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OneTrust. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OneTrust before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OneTrust:Your cover letter is your chance to shine! Tell us why you want to work at OneTrust specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OneTrust!
How to prepare for a job interview at OneTrust
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
