Principal Software Engineer - Enterprise Customer

About the role

We are seeking a Principal-level, US-based, customer-facing engineer to join our team. This role is critical for our largest enterprise customers, providing technical leadership and support.

Responsibilities

• Act as the primary technical point of contact for a portfolio of strategic enterprise customers.
• Diagnose and troubleshoot complex issues across distributed systems, data pipelines, APIs, and integrations.
• Reproduce, triage, and drive resolution of incidents in partnership with Product Engineering, SRE/CloudOps, and Support.
• Lead deep-dive technical sessions with customers to understand their architectures, data flows, performance constraints, and success metrics.
• Translate customer pain points into clear problem statements, technical requirements, and prioritized backlog items for Product Management and Engineering.
• Guide customers through best practices for scalability, reliability, cost efficiency, and observability.
• Mentor Support and Customer Success teams on technical topics.
• Create high-quality technical assets: runbooks, knowledge base articles, reference architectures, sample code, and internal playbooks.
• Participate in incident postmortems and drive improvements to product, tooling, and processes that reduce recurrence.
• Provide structured, data-driven feedback to Product Management on roadmap, usability, and technical gaps.

Requirements

• 12+ years of hands-on engineering experience, with at least 3 years in a customer-facing role.
• Experience with distributed datastores or warehouses, large-scale data processing frameworks, and high-throughput, low-latency APIs and services in a cloud environment.
• Proven track record of troubleshooting complex production issues across multiple layers.
• Hands-on experience with at least one major cloud provider, including monitoring, logging, and observability tooling.
• Strong scripting or programming skills to analyze logs, build small tools, and understand production code paths.
• Ability to explain complex technical concepts in simple, business-relevant language.
• Comfortable presenting to both engineers and executive stakeholders at enterprise customers.
• Customer empathy and ownership: you care about outcomes, not just tickets closed.

Qualifications

• Experience in B2B SaaS, especially in data, security, privacy, or compliance domains.
• Background in high-scale multi-tenant architectures and performance optimization.
• Familiarity with incident management practices and tools.
• Experience working with product managers to shape roadmaps based on customer needs and operational insights.
• Prior exposure to consent, privacy, or data governance systems is a plus, but not required.

Skills

• Technical proficiency in distributed systems, data pipelines, and cloud environments.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and presentation skills.
• Ability to translate technical issues into actionable business strategies.

Benefits

• Comprehensive healthcare coverage.
• Flexible PTO.
• Equity RSUs.
• Annual performance bonus opportunities.
• Retail account support.
• 14+ weeks of paid parental leave.
• Career development opportunities.
• Company-paid privacy certification exam fees.

Pay

The annual base pay range for this role is $196,500—$294,750 USD.

Schedule

This role is full-time and based in the United States.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. 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.

Resources

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

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

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Our Commitment to 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.