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\nThe Challenge\n\nOneTrust is seeking a Senior Support Analyst to join our professional services team. The Senior Support Analyst will provide ongoing product support, troubleshooting, and proposing pragmatic solutions for OneTrust customers. \n\nYour Mission\n\nThis position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, an ability to operate in escalated and high pressure situations, and a deep understanding of the OneTrust platform (and related technologies where appropriate) \n\nAs a Senior Support Analyst, you will: \n\n\n* Take the most complex support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and resolve the issue \n\n* Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress \n\n* Step into and take over management escalated cases where the customer is unhappy or the solution is unclear \n\n* Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions \n\n* Act as an internal SME within the Support organization, creating knowledge base material and upskilling colleagues \n\n* 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. \n\n* Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications \nWork independently to manage your time and commitments while meeting agreed performance levels \n\n\n\n\n\nYou Are\n\n\n\n\n* You are eager to learn and quick to pick up new skills and great working independently while still contributing to a team.\n\n* You provide great experience and are able to build a rapport with customers and you are great at managing and prioritizing a varied workload while meeting SLAs and deadlines focusing on quality and attention to detail. \n\nYour Experience Includes:\n\n* Bachelor’s degree or master’s in computer science, engineering, business or other related field \n\n* At least 5+ years demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations \n\n* Complex analytical problem-solving skills \n\n* Continuous improvement mindset and ability to contribute to process improvement \n\n* Highly developed written and verbal communication skills, with ability to effectively communicate complex information in accessible language via phone, video and e-mail \n\n* Ability to work with and troubleshoot complex, web-based software suites \n\n* Working knowledge of development processes, different operating systems, browsers, and programming languages. \n\n* Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releases \n\n\n\n\nExtra Awesome\n\n\n* Privacy industry experience, or CIPP/E / CIPM certified. \n\n* Language skills (French, German, Spanish, Portuguese). \n\n* Familiarity with IAB TCF 2.0 framework.\n\n* Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends\n\n* Working knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift.\n\n* Basic Knowledge of relational databases such as MySQL. \n\n* Knowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets).\n\n* Linux and Windows Administration skills.\n\n* Experience with HTML, CSS, Javascript.\n\n\n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Video, Cloud and Senior jobs that are similar:\n\n
$50,000 — $80,000/year\n
\n\n#Benefits\n
💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nBengaluru, Karnataka, India
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