OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third‑party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.
The Challenge
OneTrust is looking for a Support Analyst to join our Professional Services team. In this role, you’ll be the go‑to expert helping our customers get the most out of their OneTrust experience — providing thoughtful support, smart troubleshooting, and practical solutions for complex challenges.
We’re looking for someone curious, confident, and collaborative, with strong communication skills, solid technical know‑how, and a genuine passion for helping others succeed.
Your Mission
Take ownership of support cases from the Level 1 or 2 support queue (as appropriate) and partner closely with customers to troubleshoot and resolve their issues.
Proactively manage a dynamic and varied workload of customer cases, keeping customers regularly informed and supported throughout.
Collaborate across OneTrust — including our Product and Engineering teams — to investigate issues, identify root causes, and deliver lasting solutions.
Continue developing deep expertise in specific areas of the OneTrust platform (and supporting technologies) through training, knowledge sharing, and curiosity‑driven learning.
Grow your knowledge of the privacy and trust landscape, including maintaining CIPP/E or CIPM certifications.
Contribute to the broader OneTrust support community by creating knowledge articles, sharing insights, and driving process improvements.
Work independently with accountability, managing your time and priorities while consistently meeting performance expectations.
You Are
You’re a problem‑solver and relationship‑builder who thrives on helping customers succeed. You’re proactive, resourceful, and enjoy diving into challenges with creativity and care.
Your experience includes:
A degree, higher education qualification, or 1–5 years’ experience in a similar role.
A fast learner mindset and the ability to quickly master new technologies, including the OneTrust Privacy platform.
Strong analytical and problem‑solving skills with a focus on practical outcomes.
A passion for continuous improvement and an eye for smarter ways of working.
Excellent written and verbal communication skills, with the ability to make complex information clear and approachable across channels (phone, video, and email).
Comfort working with and troubleshooting complex, web‑based software.
A flexible, can‑do attitude and openness to working alternative shifts (e.G., late shifts, weekends) when needed to support customers and new releases.
Extra Awesome
Experience in the privacy or trust industry, or CIPP/E / CIPM certification.
Additional language skills (French, German, Spanish, Portuguese).
Where we Work
We are embracing an office‑first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person. The role is based in Madrid and follows a hybrid model (2–3 days in the office). Are you currently in the Comunidad de Madrid or open to relocating as the role requires?
Benefits
As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement