Customer Success Engineer - Privacy Automation (AMER)
About this job
As a Customer Success Engineer - Privacy Automation (AMER) at OneTrust in Bengaluru, you will help customers overcome platform-related challenges through focused, 1-to-2-hour "Ask the Expert" sessions. Your normal day involves delivering hands-on troubleshooting, configuration support, and guidance on Privacy Automation and Data & AI governance modules to AMER-based users during the 5:30 PM to 2:30 AM IST working hours. OneTrust builds an AI-Ready Governance Platform that unifies regulatory intelligence, automation, and connected governance workflows, enabling organizations to use data responsibly. In this reactive yet critical role, you ensure positive customer outcomes, maintain calm under pressure, and create reusable enablement content such as knowledgebase articles, video tutorials, and blog posts to support scalable user education and future growth into strategic advisory paths.
Responsibilities
- Deliver 1:1 Ask the Expert sessions to resolve product issues, answer how-to questions, and clarify product behavior.
- Translate user challenges into actionable guidance for configuring and troubleshooting the OneTrust platform.
- Maintain a calm and professional demeanor while assisting time-sensitive or frustrated customers.
- Build strong working relationships with customer administrators through empathy and clear product communication.
- Partner with Support, Product, Enablement, and Technical Advisory teams to share customer insights and refine processes.
- Create and maintain scalable enablement assets like blog posts, video tutorials, and knowledgebase articles.
Requirements
- Experience in a technical customer-facing role such as Support Engineering, Customer Success, Professional Services, or Solutions Consulting.
- Familiarity with enterprise SaaS workflows and cloud-based software platforms.
- Strong problem-solving and product troubleshooting abilities.
- Excellent written and verbal communication skills to explain complex topics simply.
- High emotional intelligence and a customer-first mindset with strong empathy.
- Ability to multitask, prioritize, and manage time efficiently across multiple engagements.
Good to have
- Prior experience as a OneTrust Implementation Consultant or Support Engineer.
- Direct experience using the OneTrust platform in a customer-facing role.
- Expertise in a comparable platform such as GRC, data governance, privacy, or consent management.
Who should apply
This role suits professionals with background in technical customer-facing functions who possess strong troubleshooting skills and a customer-first mindset. Candidates should be comfortable working in the AMER timezone from 5:30 PM to 2:30 AM IST in Bengaluru and have familiarity with cloud-based enterprise SaaS workflows. While prior OneTrust experience or expertise in a comparable platform is preferred, the posting does not mention that freshers can apply, noting a preference for 3 to 5 years of experience.
Frequently asked questions
What are the working hours for the Customer Success Engineer - Privacy Automation (AMER) role at OneTrust?
The working hours for this role are from 5:30 PM to 2:30 AM IST to support the AMER timezone.
Where is the Customer Success Engineer position located?
The position is located in Bengaluru, India, with a hybrid work model.
What kind of tasks are performed during the Ask the Expert sessions at OneTrust?
During these sessions, engineers provide hands-on troubleshooting, configuration support, and guidance to help customers resolve issues and effectively use OneTrust modules.
What is the preferred background for candidates applying to OneTrust for this job?
Preferred candidates have prior experience as a OneTrust Implementation Consultant or Support Engineer, or expertise in a comparable platform like GRC, privacy, data governance, or consent management.
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