Lead Product Support Specialist

2 weeks ago

Atlanta, Georgia, United States OneTrust Full time
Job OverviewEmpowering Data Management

At OneTrust, we harness the potential of data and artificial intelligence in a secure and responsible manner. Our platform is designed to ensure the safe handling of organizational data, enabling businesses to innovate responsibly while managing risks effectively. With a comprehensive array of solutions that encompass data security, privacy, governance, risk management, ethics, and compliance, OneTrust facilitates seamless collaboration between data and risk teams, fostering rapid and trusted innovation. As a recognized leader in the trust sector, OneTrust holds over 300 patents and serves more than 14,000 clients worldwide, from large enterprises to small startups.

The Opportunity

We are seeking a Lead Product Support Specialist to join our Global Customer Support (GCS) team. This role is vital in ensuring the smooth operation of our organization. You will serve as a key link between the GCS teams and the global Product/R&D organization, enhancing our ability to serve customers and refine our offerings. As the primary Subject Matter Expert (SME) and escalation point for module-related inquiries, you will play a crucial role in expediting issue resolution, thereby ensuring operational efficiency and customer satisfaction. Additionally, you will hold strategic responsibilities for improving the supportability of specific modules, reflecting OneTrust's dedication to continuous enhancement and optimization of its cloud services.

Your Responsibilities
  • Utilize Jira to address product inquiries and escalate bugs or errors to R&D.
  • Identify and address gaps in documentation or internal training resources.
  • Collaborate with cross-functional teams, including product management, to tackle complex technical challenges.
  • Maintain consistent communication with product development teams to stay updated on changes and enhancements.
  • Work with the Product Team to assess support team readiness for new releases, including resource evaluation and supportability.
  • Review and troubleshoot module-related support cases.
  • Provide advanced technical assistance for escalated customer issues pertaining to specialized modules or features.
  • Drive the continuous improvement of knowledge and documentation.
  • Act as an internal escalation point within GCS for complex issues.
  • Regularly audit and update Knowledge Base articles, creating new content as necessary.
  • Prepare the cloud-level support team for new module features or updates.
  • Serve as a cloud SME for the global team.
  • Conduct data analysis and share insights with relevant stakeholders to enhance module functionality and reduce support cases.
  • Mentor junior team members in managing module-specific inquiries and challenges.
Qualifications
  • Extensive knowledge of cloud technologies and relevant technical skills, with SME-level expertise in at least one module.
  • Proven experience in resolving complex issues and providing advanced technical support.
  • Ability to collaborate with and influence stakeholders across various teams and seniority levels.
  • Approachable and collaborative, with a talent for coaching peers.
  • Strong organizational skills and effective prioritization abilities.
  • Excellent written communication skills, including documentation and technical writing.
  • Significant customer-facing experience.
  • Ability to work independently and proactively seek solutions.
  • Participate in the recruitment process for cloud-level support team analysts.
  • Ability to influence peers and the broader team through effective thought leadership.
  • BA/BS degree in a relevant field or equivalent practical experience.
  • 3-5+ years of relevant experience in the industry.
  • Exceptional knowledge of trust intelligence in a cloud context.
  • Strong verbal and written communication skills across various leadership levels and technical backgrounds.
  • Strategic thinking, problem-solving, and decision-making skills.
  • Strong entrepreneurial mindset to thrive in a dynamic environment.
  • Current experience in the trust intelligence domain.
  • Master's degree in a relevant field.
  • Relevant certifications (CIPP/E, CIPM, CIPT, FIP, etc.).
  • Advanced proficiency with relevant tools (e.g., Salesforce, Gainsight, Microsoft Office).
  • Fluency in multiple languages is a plus.

At OneTrust, we are committed to fostering a diverse and inclusive workplace where every employee can thrive. We offer comprehensive benefits, including healthcare coverage, flexible PTO, equity options, and career development opportunities. Join us in our mission to empower organizations to manage data responsibly and effectively.

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