Support Analyst

In this role you own and resolve complex CORE support cases for the OneTrust platform, collaborating with Product and Engineering to drive solutions. You troubleshoot advanced issues across SSO, APIs, SMTP, and data workflows while guiding customers and mentoring peers. You translate technical findings into clear updates and handoffs, contributing to documentation and process improvements. You will work with cross-functional teams to reduce escalations and strengthen the technical capability of the CORE team. This is you in a high-impact, customer-facing role at a mission-driven company.

• comprehensive healthcare coverage
• flexible PTO
• equity RSUs
• annual performance bonus opportunities
• retirement account support
• paid parental leave

• Own and resolve complex CORE support cases from initial investigation to resolution or engineering handoff
• Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, and platform capabilities
• Reproduce issues in test environments and identify probable causes and resolutions
• Analyze logs, configuration, API requests, and integration behavior to isolate issues
• Provide clear, structured customer communication throughout investigations and resolutions
• Raise high-quality Jira tickets for escalations with evidence, impact, and questions
• Collaborate with Product, Engineering, Incident Management and other Support teams to resolve complex issues
• Identify recurring issues, documentation gaps, and opportunities to reduce repeat contacts and escalations
• Mentor other analysts, contribute to onboarding and enablement of the CORE team
• Maintain ownership and documentation and adhere to support processes and SLA expectations
• Continue building expertise via product releases, training, and certifications

• 2+ years in technical customer or SaaS support or similar
• Experience handling complex technical issues and escalations in a customer-facing environment
• Strong troubleshooting skills and methodical approach from symptoms to diagnosis
• Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation
• Knowledge in SSO, SAML, identity providers, certificates, and authentication flows
• Experience with SMTP, email delivery, and related troubleshooting
• Kubernetes
• REST APIs and tools like Postman
• SaaS integrations, workflows, web technologies, and system dependencies
• Ability to explain technical concepts clearly to technical and non-technical audiences
• Strong English communication (written and verbal)
• Experience with Salesforce and Jira for ticketing and collaboration

• Clear communication with customers
• Structured and analytical thinking
• Mentoring and knowledge sharing
• SSO, SAML, identity providers, certificates
• SMTP, email troubleshooting
• Kubernetes