Support Analyst
Core
Own and resolve complex technical support cases for the CORE Platform, acting as an escalation point for other analysts and a trusted partner to customers.
Role type
Senior technical support analyst (SaaS platform)
Builds
Customer trust and platform reliability for the OneTrust CORE Platform
Domain
SaaS / Data Governance / Identity & Access Management
Deliverable
client delivery
Required skills
Advanced troubleshooting, API integration support, log analysis, customer communication, Jira ticketing, mentoring
Preferred skills
SSO/SAML expertise, Kubernetes knowledge, REST API analysis, Postman proficiency
Technologies
SSO, SAML, SMTP, Kubernetes, REST APIs, Postman, Jira, Salesforce
Responsibilities
Investigate and resolve escalated complex technical issues involving integrations and authentication; Reproduce customer issues in test environments; Analyze logs and trace information to isolate root causes; Provide clear structured communication to customers; Escalate issues to Product/Engineering with high-quality tickets; Mentor junior analysts and contribute to team knowledge sharing; Identify recurring issues and documentation gaps.
Seniority
Mid-level, hands-on IC
