Senior Support Analyst (API & Cloud)
OneTrust is seeking a Senior Support Analyst to join their CORE Platform Support team in Madrid, Spain. This role involves managing complex technical support cases related to integrations, authentication, APIs, messaging, and platform functionalities. As a trusted technical partner, the analyst will collaborate with customers, Product, and Engineering teams to resolve issues and enhance the team's technical capabilities through knowledge sharing and mentoring.
Key responsibilities include owning and resolving complex support cases escalated from Support Analysts, troubleshooting advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, and Data Discovery. The analyst will reproduce customer issues in appropriate environments, analyze logs and configuration details, and provide clear communication to customers. Additionally, the role involves collaborating with Product and Engineering teams, identifying recurring issues, and mentoring other analysts through case reviews and knowledge-sharing sessions.
Candidates should have experience in technical customer support, SaaS support, or application support, with a demonstrated ability to handle complex technical issues in a customer-facing environment. Strong troubleshooting skills, experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation, and practical understanding of areas such as SSO, SAML, SMTP, Kubernetes, and REST APIs are essential. The role requires the ability to explain technical concepts clearly to both technical and non-technical audiences and strong written and verbal English communication skills.
OneTrust offers a comprehensive benefits package, including unlimited paid time off, up to 100% company-paid healthcare premiums, flexible work options, annual bonus programs, equity eligibility, retirement contributions, ClassPass subscriptions, parental leave, and company-paid holidays.
The company fosters a culture centered around trust, collaboration, and continuous learning. Employees are encouraged to challenge the status quo, embrace change, and make bold decisions that drive innovation and growth. OneTrust values diversity and inclusion, with various Employee Trust Groups promoting authenticity and inclusion in the workplace.