Technical Application Support Engineer

  • Onetrust
  • London, UK
  • Jan 18, 2020

Job Description

About the Role

At OneTrust, our mission is to protect the privacy of individuals by empowering organizations to manage the data they house in a responsible way. With a passion to solve global privacy concerns, our team has built the most widely used privacy management platform used by companies to comply with data privacy regulations and establish privacy as a best practice within their organization.

We're looking for an Technical Application Support Engineer that will report to the Technical Support Team Lead.

The technical support engineer must be comfortable troubleshooting and setting up our cookie module, cookie banners, setting up and troubleshooting SSO, DSAR technical troubleshooting, running API calls, troubleshooting API scripts, etc.  Coding experience preferred; multiple coding languages a plus.  Must demonstrate the ability to rapidly grasp complex coding concepts and adapt to changing situations smoothly.  Must interface with Product Managers and developers well.

You will need to be able to thrive in a fast-paced environment and provide excellent, service-focused customer experience through every interaction.

The successful candidate will be naturally ambitious and a self-starter, who demonstrates a passion for technology and values integrity, innovation, and success.

What you'll do:

Identify and Evaluate Technology Solutions

The Application Support Engineer is a key member of the Professional Services team, responsible for using technology to improve customer’s business performance and privacy programme success. This involves using complex problem-solving skills to determine software solutions, and then collaborate with colleagues to implement a solution for customers.

Problem Solving, Troubleshooting and Collaboration

The Application Support Engineer is the first line of defence in finding the root cause of a technical application malfunction.  This can require collaboration with colleagues in Product Development teams for more complex and significant issues. 

Onboard New Users

Requiring strong communication and interpersonal skills the Application Support Engineer is part of the team responsible for ensuring new users of an application have a smooth on-boarding process.

Identify Potential Issues

Using foresight to anticipate and address potential issues before they materialise using awareness of a customer’s environment as well as technical considerations of the platform.

Work with Cross-Functional Teams

A successful Application Support Engineer needs to collaborate across the organisation and with customers so interpersonal and customer service skills are as important as technical ones

What we're looking for:

  • 1-5 years relevant experience in a similar role
  • Ability to learn rapidly, adapt, and master the OneTrust Privacy platform
  • Complex problem-solving skills
  • An aptitude for team leading, mentoring and coaching
  • Continuous improvement mindset and ability to contribute to process improvement
  • Highly developed written and verbal communication skills
  • Ability to diagnose and address application issues
  • Comfortable troubleshooting and setting up our cookie module, cookie banners, setting up and troubleshooting SSO, DSAR technical troubleshooting, running API calls, troubleshooting API scripts, etc. 
  • Coding experience preferred; multiple coding languages a plus
  • Degree, higher education qualification or equivalent work experience
  • Experience working with complex, web-based software suites
  • Ability to anticipate areas of difficulty and quickly adapt training to meet the needs of clients
  • Ability to communicate professionally by phone, video, and email
  • Ability to effectively communicate complex information in accessible language
  • Analytical and troubleshooting skills
  • Knowledge of browser technology and using web-based applications
  • Working knowledge of development processes, different operating systems, different browsers, and different programming languages.
  • Experience using support ticketing tools such as Salesforce would be advantageous
  • Practical experience in troubleshooting software & web services

What you’ll gain from joining OneTrust:

You can expect tremendous professional development hyper-growth opportunities; an opportunity to work in an open environment on solutions that are reshaping the way business operates; and respect for your ideas. We believe in recognition for a job well-done, great compensation package, and an environment that fosters creativity and divergent thinking.

At OneTrust, you will shift the way the global community manages personal information. Your contributions will be incredibly impactful, and your ideas will be embraced. Our offices are located in the heart of London, within walking distance of Bank, St. Pauls and Cannon street and features our own private rooftop terrace with fantastic views of the London skyline. Our team's growth is a representation of the market need for a platform to establish privacy best practices, and OneTrust's dedication to the privacy space.

If this sounds like a team you'd like to be a part of, we'd love to talk!

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.