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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 experience, blending technical SQL expertise with a passion for high-touch support. You'll help users solve complex data problems while serving as the essential bridge between customers and the Product and Engineering teams.
Key responsibilities include:
- Become a deep expert in Omni's platform and best practices to guide users and partners via Slack
- Act as the primary expert for customers and partners, surfacing feature requests and reproducing bugs to improve the product
- Deliver above-and-beyond technical help, finding creative solutions to complex data questions
- Give voice to customer needs in internal discussions with Product and Engineering
- Partner with Product, Engineering, and Marketing to share usage trends, report bugs, and surface feature requests
- Build trust-filled advisory relationships and contribute to the community site with troubleshooting guides and design patterns
- Work with Solutions Engineering to identify trends and recommend new tools and product improvements
You should genuinely enjoy daily customer interaction and have a natural desire to teach and help others. You love digging into the "why" behind technical issues and are eager to learn new tools. You can translate complex data concepts into clear, actionable advice both in writing and verbally.
Requirements:
- Strong SQL skills, specifically for analytics
- 3-5 years of experience in data analytics or business intelligence (preferred)
- Genuine enjoyment of daily customer interaction with a natural desire to teach and help
- Ability to dig deep into technical issues and learn new tools
- Strong communication skills to translate complex data concepts into clear, actionable advice
