Support Analyst - Consent and Preference at OneTrust

Atlanta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

42.19

Posted On

25 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, APIs, Privacy Automation, Consent Management, Troubleshooting, HTML, CSS, JavaScript, React, RESTful APIs, Problem-Solving, Communication, Collaboration, Attention to Detail, Customer Support, Data Privacy

Industry

Software Development

Description

Strength in Trust OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, 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 Support Analyst to join our Professional Services team. You’ll provide ongoing product support, troubleshooting, and sensible solutions for complex and critical issues faced by OneTrust customers. This role requires proficient communication skills, advanced technical troubleshooting, and a solid comprehension of the OneTrust platform—especially the Privacy Cloud – Consent & Preference Management (CPM) module. You’ll be expected to work with APIs, developer tools, and privacy automation modules to help customers configure, optimize, and resolve issues related to consent and preference workflows. Position will be located in Atlanta, GA On-Site Schedule Requirement: This hybrid role offers a dynamic schedule with in-office collaboration (3 days/week) and remote flexibility. Analyst will start with a Monday-Friday schedule for the first 3-6 months, gaining hands-on experience and expert training. Once fully ramped, analyst will transition to a Monday-Friday schedule, working 9 AM - 6 PM EST (could flex 8 AM - 5 PM or 10 AM -7 PM) No devoted weekend shifts Should expect to work 1-3 on-call shifts per quarter Your Mission Manage support cases from Level 2 or 3 queues, working directly with customers to troubleshoot and confront issues. Provide technical guidance on Consent & Preference Management APIs, including:Creating and managing data subjects Handling purposes and preferences Troubleshooting API errors (e.g., 500 responses) Using alternative endpoints for specific data subject queries Assist customers in debugging OneTrust banner scripts and CSS configurations via browser console logs. Collaborate with Product and Engineering teams to identify root causes and deliver scalable solutions. Develop deep expertise in OneTrust’s privacy automation modules, including: Consent & Preference Management Assessment Automation Data Mapping Automation Data Subject Request (DSR) Automation Incident Management Training & Maturity Planning Contribute to internal knowledge bases and process improvements. Maintain privacy industry certifications (CIPP/E or CIPM) and stay current on platform updates. You Are A confident communicator with exemplary verbal and written skills. Technically curious and enthusiastic to learn new tools and APIs. A creative problem-solver who thrives in high-pressure environments. Detail-oriented and committed to delivering high-quality support. Able to work individually while contributing to a collaborative team. Your Experience Includes Degree or 2–4 years of experience in a technical support or professional services role. Experience with OneTrust or similar privacy platforms. Familiarity with web/mobile development (HTML, CSS, JavaScript, React) and API integrations. Solid knowledge of RESTful APIs and developer tools (e.g., browser console, curl). Ability to troubleshoot complex web-based software and interpret API responses. Experience working with privacy automation modules and consent workflows. Comfortable with alternative shift patterns and on-call rotations. Extra Awesome CIPP/E or CIPM certification. Language skills (French, German, Spanish, Portuguese). Familiarity with IAB TCF 2.0 framework. Experience with containerization (Docker, Kubernetes), cloud infrastructure (AWS, Azure, GCP), and relational databases (MySQL). Linux and Windows administration skills. Equal Employment Opportunity (EEO) Statement Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. 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 $28.13—$42.19 USD 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. 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 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. 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 category. 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.

Responsibilities

Manage support cases from Level 2 or 3 queues, providing technical guidance on Consent & Preference Management APIs. Collaborate with Product and Engineering teams to identify root causes and deliver scalable solutions.