Support Analyst

London · 2+ years experience · Posted Oct 13, 2026

At a glance

OneTrust is looking for a Support Analyst to join the CORE Platform Support team in London.
In this role, you will own complex technical support cases involving integrations, authentication, APIs, messaging, and platform-level functionality.
You will act as a trusted technical partner to customers and an escalation point for Support Analysts.

Own and resolve complex CORE support cases escalated from Support Analysts, taking responsibility from initial investigation through resolution or an effective engineering handoff.
Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and related platform capabilities.
Reproduce customer issues in appropriate test or support environments and use available evidence to identify probable causes and practical resolutions.
Analyse logs, trace information, configuration details, API requests, integration behaviour, and other technical evidence to isolate issues.
Provide clear, structured customer communication, including acknowledgement, investigation updates, action plans, and resolution explanations.
Determine when an issue requires escalation to Product or Engineering and raise high-quality Jira tickets with the relevant troubleshooting, evidence, impact, and technical questions.
Work closely with Product, Engineering, Incident Management, and other Support teams to drive complex issues to resolution.
Identify recurring issues, documentation gaps, workflow improvements, and opportunities to reduce repeat contacts and escalations.
Mentor and support other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge-sharing sessions.
Contribute to onboarding and enablement for new analysts joining the CORE team.

2+ years of experience in a technical customer support, technical account support, SaaS support, application support, or similar role.
Demonstrated experience handling complex technical issues and escalations in a customer-facing environment.
Strong troubleshooting skills and the ability to work methodically from symptoms and evidence to a clear diagnosis.
Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
Practical understanding of SSO, SAML, identity providers, certificates, and authentication flows.
Practical understanding of SMTP, email delivery, connection testing, and email-related troubleshooting.
Practical understanding of Kubernetes.
Practical understanding of REST APIs, authentication, request/response analysis, and tools such as Postman.
Ability to explain technical concepts clearly to both technical and non-technical audiences.
Strong written and verbal English communication skills.