Principal Product Specialist - Consent & Preferences

Job Description

Strength in Trust

One Trust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, One Trust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation.

Recognized as the market leader in trust, One Trust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

We are looking for a Principal Product Specialist to join the GCS (Global Customer Support) team to fulfill crucial responsibilities that contribute to the seamless functioning of the organization. In this role, you will play a pivotal role in maintaining a strong connection between the GCS teams and the global Product/R&D organization to better serve customers and improve our products. Acting as the go‑to Subject Matter Expert (SME) and escalation point for module‑related queries, the specialist is instrumental in accelerating the resolution time for issues, ensuring efficiency and customer satisfaction.

Furthermore, the role entails strategic responsibility for enhancing the supportability of specific modules, reflecting One Trust's commitment to continuous improvement and optimization within its cloud offerings. This position serves as a linchpin in fostering collaboration, resolving challenges promptly, and strategically enhancing the support infrastructure for durable growth.

• Work in Jira to answer product questions and quality/pass bugs or errors on to R&D
• Identify gaps in documentation or internal knowledge/training and work to close them
• Collaborate with cross‑functional teams, including product, to address complex technical challenges and find effective solutions
• Maintain regular communication with product development teams to stay informed about updates and changes
• Collaborate with the Product Team to determine support team readiness for releases, including resource assessment and supportability
• Troubleshoot/review module‑related support cases
• Provide advanced technical support for escalated customer issues related to the specialized module or feature
• Drive 'virtuous cycle' of closing knowledge & documentation gaps
• Act as an internal escalation point within GCS for highly complex issues
• Regularly audit and maintain Knowledge Base articles (including the creation of new content as needed)
• Enable cloud‑level support team for new module features or updates
• Serve as a cloud SME for the global team
• Perform data analysis and provide insights to relevant stakeholders to improve module functionality and deflect support cases
• Mentor and assist junior team members (P1‑P4 specialists) in handling module‑specific inquiries and issues

• Possess in‑depth overall knowledge of specific cloud & relevant technical skills with a Subject Matter Expert level in at least one module
• Demonstrate a proven track record of resolving complex issues and the ability to provide advanced technical support
• Demonstrate the ability to collaborate with and influence stakeholders across teams and multiple seniority levels
• Be approachable, collaborative, and able to coach peers without managing
• Exhibit strong organization skills & the ability to prioritize effectively
• Advanced written communication skills including correspondence, documentation creation, and technical writing
• Demonstrate extensive customer‑facing experience
• Be able to work independently/proactively seeking out solutions
• Participate in the interview process for members of the cloud‑level support team analysts
• Able to influence peers and broader team through skillful thought leadership
• BA/BS degree in a relevant field or equivalent practical experience
• 3–5+ years of relevant overall experience in relevant industry or organization
• Exceptional OT knowledge (cloud specific) in relevant area
• Extensive customer‑facing experience. (enterprise support/customer‑facing experience)
• Proven track‑record of…