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Omni is an AI analytics platform that transforms company data into a trusted source of truth for AI. Built on a semantic model, Omni provides enterprises with a governed context graph for analytics and AI, enabling teams to ask questions in plain English, refine answers in workbooks, and bring trusted data into tools like Claude, ChatGPT, Cursor, and Slack. The company is based in San Francisco and has raised $217M from top-tier investors including ICONIQ, Theory Ventures, First Round Capital, Redpoint Ventures, and GV, with a Series C valuation of $1.5B.
As a Product Expert in Customer Support, you will be the face and heart of the Omni customer experience, blending technical SQL expertise with a passion for high-touch support. You'll help users solve complex data problems while serving as a critical bridge between customers and the Product and Engineering teams.
Key responsibilities include:
- Become a deep expert in Omni's platform and best practices, guiding users and partners via Slack
- Serve as the primary technical expert for customers and partners, surfacing feature requests and reproducing bugs to drive product improvements
- Deliver exceptional technical support by digging deep to find creative solutions to complex data questions
- Advocate for customer needs in internal discussions with Product and Engineering teams
- Build trust-filled advisory relationships and contribute to the community site with troubleshooting guides and design patterns to enable self-service
- Work with Solutions Engineering to identify trends and recommend new tools and product improvements
The role is hybrid in Dublin, requiring 3 days per week in-office.
REQUIREMENTS:
- Strong SQL skills, specifically for analytics
- 1+ years of experience in data analytics or business intelligence (preferred)
- Genuine enjoyment of daily customer interaction with a natural desire to teach and help others
- Ability to dig into the "why" behind technical issues with eagerness to learn new tools
- Capacity to translate complex data concepts into clear, actionable advice both in writing and verbally
