Support Analyst

Strength in Trust One Trust’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, One Trust is once again redefining what responsible innovation looks like.

One Trust, 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 sted by thousands of organizations worldwide, One Trust is shaping the future where trusted data becomes a transformative force for business and society. The Challenge One Trust  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 Are2+ 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,…