Support Analyst – Talent Community

Support Analyst – Join Our Talent Community

Atlanta, Georgia

One Trust’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.

One Trust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, One Trust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

We’re looking for a Support Analyst to join the Global Customer Support (GCS) team. In this role, you’ll provide ongoing technical support, troubleshooting, and sensible solutions for One Trust customers. You’ll develop deep expertise in the One Trust platform, including its privacy automation modules, and collaborate across teams to confront issues and improve customer experience.

Position will be located in Atlanta, GA

• 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).
• Should expect to work 1‑3 on‑call shifts per quarter.

• Take support cases from the Level 2 or 3 support queue and work directly with customers to troubleshoot and address issues.
• Actively manage a varied workload of customer support cases, keeping customers regularly updated on progress.
• Collaborate across One Trust teams, including Product and Engineering, to identify root causes and deliver solutions.
• Develop and maintain deep knowledge of specific areas of the One Trust Privacy Platform:
• Assessment Automation
• Data Mapping Automation
• Data Subject Request (DSR) Automation
• Data Redaction and Incident Management
• Maturity & Planning
• Training
• Data Guidance
• Support customers in configuring, optimizing, and troubleshooting these modules to meet their privacy program goals.
• Build privacy industry expertise, including maintaining CIPP/E or CIPM certifications.
• Contribute to the support community by creating knowledge articles and suggesting process improvements.
• Work individually to manage time and commitments while meeting performance expectations.

• A proficient communicator with exemplary oral and written skills.
• Willingness to learn and quick to pick up new technologies and concepts.
• Able to work autonomously while contributing to a collaborative team environment.
• A creative problem‑solver who enjoys finding solutions to complex customer challenges.
• Detail‑oriented and focused on delivering high‑quality support.
• Customer‑centric and skilled at building rapport and trust.

• Degree, higher education qualification, or 2–4 years' work experience in a similar technical support role.
• Ability to learn rapidly and master new modules and technologies.
• Well‑developed analytical and troubleshooting skills for complex web‑based software.
• Flexibility to work alternative shift patterns to support coverage and new releases.

• Privacy industry experience or CIPP/E / CIPM certification.
• Knowledge of IAB TCF 2.0 framework.
• Awareness of privacy, ethics, security, compliance, or sustainability concepts.
• Experience with containerization and orchestration tools (Docker, Kubernetes, Open Shift).
• Basic knowledge of relational databases (e.g., MySQL).
• Familiarity with public cloud infrastructure (AWS, Azure, Google Cloud).
• Linux and Windows administration skills.

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.

$28.13 – $42.19 USD