Support Analyst

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 team in Madrid. In this role, you'll be first point of contact for all incoming support cases, managing a single queue and ensuring timely triage. This role is ideal for someone with a customer support background who is interested in learning more about the world of data privacy.

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

• Act as the first point of contact for all incoming support cases, managing a single queue and ensuring timely triage.
• Review and route tickets to the appropriate teams based on issue type
• Maintain accurate case categorization and ensure smooth handoff to technical specialists or product teams.
• Monitor queue health and proactively identify bottlenecks or misrouted cases to improve efficiency.
• Collaborate with internal teams to refine routing processes and enhance overall customer experience.

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 years' experience in a similar role

• Familiarity with and understanding of SaaS, cloud vs. on-premise environments, and APIs

• A fast learner mindset and the ability to quickly master new technologies

• 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)

• 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 and/or Governance, Risk & Compliance

• Additional language skills (French, German, Spanish, Portuguese)

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.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

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 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

Check out the following to learn more about OneTrust and its people: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

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 "" email address. You may also receive legitimate emails from "@us.greenhouse-". 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 "" email address. For more information or if you have been targeted please reach out to

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 category. 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.