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Support Analyst

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Planetly

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Location:
United States , Atlanta

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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 OneTrust customers. You’ll develop deep expertise in the OneTrust platform, including its privacy automation modules, and collaborate across teams to confront issues and improve customer experience.

Job Responsibility:

  • 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 OneTrust teams, including Product and Engineering, to identify root causes and deliver solutions
  • Develop and maintain deep knowledge of specific areas of the OneTrust Privacy Platform
  • 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

Requirements:

  • Degree, higher education qualification, or 2–4 years' work experience in a similar technical support role
  • Experience with the OneTrust Privacy platform or relevant technical skills (e.g., HTML, CSS, JavaScript, React, APIs/integrations)
  • Ability to learn rapidly and master new modules and technologies
  • Well-developed analytical and troubleshooting skills for complex web-based software
  • Familiarity with development processes, operating systems, browsers, and programming languages
  • Flexibility to work alternative shift patterns to support coverage and new releases

Nice to have:

  • Privacy industry experience or CIPP/E / CIPM certification
  • Language skills (French, German, Spanish, Portuguese)
  • Knowledge of IAB TCF 2.0 framework
  • Awareness of privacy, ethics, security, compliance, or sustainability concepts
  • Experience with containerization and orchestration tools (Docker, Kubernetes, OpenShift)
  • Basic knowledge of relational databases (e.g., MySQL)
  • Familiarity with public cloud infrastructure (AWS, Azure, Google Cloud)
  • Linux and Windows administration skills
What we offer:
  • Comprehensive healthcare coverage
  • Flexible PTO
  • Equity RSUs
  • Annual performance bonus opportunities
  • Retirement account support
  • 14+ weeks of paid parental leave
  • Career development opportunities
  • Company-paid privacy certification exam fees

Additional Information:

Job Posted:
January 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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