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OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.
The Challenge
We are looking for a Principal Product Specialist to join the GCS (Global Customer Support) team to fulfill crucial responsibilities that contribute to the seamless functioning of the organization. In this role, you will play a pivotal role in maintaining a strong connection between the GCS teams and the global Product/R&D organization to better serve customers and improve our products. Acting as the go-to Subject Matter Expert (SME) and escalation point for module related queries, the specialist is instrumental in accelerating the resolution time for issues, ensuring efficiency and customer satisfaction. Furthermore, the role entails strategic responsibility for enhancing the supportability of specific modules, reflecting OneTrust's commitment to continuous improvement and optimization within its cloud offerings. This position serves as a linchpin in fostering collaboration, resolving challenges promptly, and strategically enhancing the support infrastructure for durable growth.
Your Mission
- Work in Jira to answer product questions and quality / pass bugs or errors on to R&D
- Identify gaps in documentation or internal knowledge/training and work to close them
- Collaborate with cross-functional teams, including product, to address complex technical challenges and find effective solutions
- Maintain regular communication with product development teams to stay informed about updates and changes
- Collaborate with the Product Team to determine support team readiness for releases, including resource assessment and supportability
- Troubleshoot/review module-related support cases
- Provide advanced technical support for escalated customer issues related to the specialized module or feature
- Drive 'virtuous cycle' of closing knowledge & documentation gaps
- Act as an internal escalation point within GCS for highly complex issues
- Regularly audit and maintain Knowledge Base articles (including the creation of new content as needed)
- Enable cloud-level support team for new module features or updates
- Serve as a cloud SME for the global team
- Perform data analysis and provide insights to relevant stakeholders to improve module functionality and deflect support cases
- Mentor and assist junior team members (P1-P4 specialists) in handling module-specific inquiries and issues
You Are
- Possess in-depth overall knowledge of specific cloud & relevant technical skills with a Subject Matter Expert level in at least one module
- Demonstrate a proven track record of resolving complex issues and the ability to provide advanced technical support
- Demonstrate the ability to collaborate with and influence stakeholders across teams and multiple seniority levels
- Be approachable, collaborative, and able to coach peers without managing
- Exhibit strong organization skills & the ability to prioritize effectively
- Advanced written communication skills including correspondence, documentation creation, and technical writing
- Demonstrate extensive customer-facing experience
- Be able to work independently/proactively seeking out solutions
- Participate in the interview process for members of the cloud-level support team analysts
- Able to influence peers and broader team through skillful thought leadership
- BA/BS degree in a relevant field or equivalent practical experience
- 3-5+ years of relevant overall experience in relevant industry or organization
- Exceptional OT knowledge (cloud specific) in relevant area
- Extensive customer-facing experience. (enterprise support/customer-facing experience)
- Proven track-record of handling escalations and solving complex technical issues
- Excellent verbal and written communication skills across multiple levels of leadership and audiences of varying technical backgrounds
- Strategic thinking, problem-solving, and decision-making capabilities
- Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
- Current experience in trust intelligence space
- Masters degree in a relevant field
- Relevant certifications (CIPP/E, CIPM, CIPT, FIP, etc.)
- Advanced level of experience with relevant tools (e.g. Salesforce, Gainsight, Microsoft Office)
- Advanced or fluent level of multiple languages
For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.
Salary Range
$90,000—$135,000 USD
OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.
The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to Finish Stronger.
We are committed to a flexible approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”.
- Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.
- Location-flex: Similar to other companies’ remote policies, for OneTrust “Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role.
Each role may have specific requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.
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 stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.
Resources
Check out the following to learn more about OneTrust and its people:
- OneTrust Careers on YouTube
- @LifeatOneTrust on Instagram
Your Data
You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.
Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to [email protected].
Our Commitment to You
When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career
OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.
What We Do
OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.
Why Work With Us
One of our biggest differentiators is that our competitors have a siloed focus on their compliance initiatives where we offer an all-in-one solution that forms this new concept of trust intelligence. It's the only platform of its kind on the market, so working at OneTrust provides a unique, category-defining opportunity to make a difference.
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