Product Expert, Customer Support (San Francisco, CA)

Omni is the AI analytics platform. Omni turns company data into a trusted source of truth for AI. Built on a semantic model that provides shared metrics, permissions, and Git version control, Omni is the governed context graph for the enterprise. It connects to the company data estate and serves as the semantic foundation for native and external AI agents. Users ask questions in plain English, refine results in workbooks, and bring Omni intelligence into the tools teams already use.
Headquartered in San Francisco with hubs in EMEA and APAC, we are backed by leading investors including ICONIQ Growth, Theory Ventures, First Round Capital, Redpoint Ventures, Google Ventures, Snowflake Ventures, and Databricks Ventures.

We are looking for a Product Expert to provide exceptional technical support to our customers.

As a Product Expert at Omni, you will use your knowledge of SQL, data analytics, and the Omni product to help customers solve data problems, learn best practices, and navigate the platform. You will be both the face of Omni, and the voice of the customer internally. You will provide personal attention and advocate for customers’ needs while serving as their first line of help.

We take pride in providing stellar, high-touch technical support throughout the customer lifecycle, and the Product Expert is the face and heart of the customer experience!

• Become a deep expert in the Omni product & best practices

• Assist Omni’s customers, potential customers, and partners via Slack, acting as the frontline as users navigate the product

• Provide proactive, positive, above-and-beyond technical support, digging deeper to find creative solutions that go beyond the surface of the questions being asked

• Stay up to date on the latest product improvements & roadmap

• Give voice to customer needs in internal discussions with Product and Engineering.

• Partner with Solutions Engineering to identify trends and proactively recommend product and tooling solutions to improve customer experience

• Share deep knowledge of actual usage cross-functionally to inform how we develop and market our product.

• Surface feature requests and reproduce and report bugs reported by Omni users

• Contribute to our community site, sharing design patterns, solutions, and troubleshooting guides to enable self-service.

• Create delightful experiences for our customers. Build trust-filled advisory relationships, and find ways to make data teams more successful.

• Love learning and problem solving; enthusiastic about helping and teaching others

• Strong communication skills, both written and oral

• Desire to work directly with customers on a daily basis

• Passionate about working with and talking about data

• Strong SQL skills; knowledge of SQL for analytics

• 1+ years experience in data analytics and/or business intelligence preferred

• Passionate, close-knit team with extensive experience in the space, including founders from Looker and Stitch Data

• Health, dental, and vision insurance

• 401(k) Plan

• Unlimited PTO

* This role is based in our San Francisco office, and allows for a hybrid schedule with 3 days/week in office.