Customer Success Engineer - Privacy Automation (AMER)

As a Technical Engineer - Privacy Automation (AMER timezone) at OneTrust, you will be a key enabler of customer success by helping users overcome product-related challenges through focused, high-quality "Ask the Expert" sessions. These 1–2 hour sessions provide hands-on troubleshooting, guidance, and configuration support to customers across our platform. Your role is to help unblock customers and empower them with the knowledge and confidence to effectively use OneTrust to meet their operational needs.

You will bring product expertise, strong communication skills, and a calm, customer-first mindset to every interaction. While this role is primarily reactive and tactical in nature, it plays a critical role in ensuring positive customer outcomes. In addition to delivering sessions, CSEs contribute reusable content such as knowledgebase articles, blog posts, and video tutorials to support scalable enablement.

This position is an ideal stepping stone for those looking to grow into more strategic, consultative roles within the Customer Success Architecture team.

Your Mission

• Deliver 1:1 "Ask the Expert" sessions with customers focused on resolving issues, clarifying product behavior, and answering "how-to" questions across one or more OneTrust solution domains - Privacy Automation and/or Data & AI governance modules.
• Translate customer challenges into actionable guidance, empowering users to configure, troubleshoot, and move forward confidently.
• Stay calm and professional under pressure, especially when working with frustrated or time-sensitive customers.
• Build trusted working relationships with customer users and administrators through empathy, product knowledge, and clear communication.
• Partner with TAs, Support, Product, and Enablement teams to relay customer insights and improve internal processes.
• Create and maintain scalable enablement assets that reflect common patterns seen in customer engagements.

Preferred Background

• Prior experience as a OneTrust Implementation Consultant or Support Engineer, or in a customer-facing role involving direct OneTrust platform usage.
• Candidates without OneTrust experience must demonstrate expertise in a comparable platform (e.g., GRC, privacy, data governance, consent management) with proven ability to ramp quickly.

Qualifications

Experience

• Experience in a technical customer-facing role such as Customer Success, Support Engineering, Professional Services, or Solutions Consulting.
• Familiarity with cloud-based software platforms and enterprise SaaS workflows.

Skills & Attributes

• Strong product troubleshooting and problem-solving skills.
• Excellent written and verbal communication, with the ability to simplify complex topics.
• Customer-first mindset with high emotional intelligence and empathy.
• Ability to multitask, prioritize, and manage time across multiple engagements.
• Comfortable collaborating cross-functionally with CSAs, Support, and Product teams.

Growth Path

This role offers the opportunity to deepen your product and customer engagement expertise on the path toward more strategic positions within the Technical Advisory team, such as Technical Architects.

Where we Work

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.

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 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 onetrust.com/careers.

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 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.