Product Expert, Customer Support

About Omni

Omni is a business intelligence and embedded analytics platform that helps customers improve self-service, accelerate AI adoption, and build customer-facing data products. Whether users prefer AI, spreadsheets, SQL, or point-and-click, Omni makes it easy for anyone to explore and act on data — all from the same platform. At the core of Omni’s platform is a built-in semantic layer that ensures consistency, trust, and AI readiness.

Headquartered in San Francisco, Omni has office hubs in Santa Cruz, Philadelphia, Dublin, and Sydney, with team members around the world. The company has raised $97M in funding from leading investors including ICONIQ Growth, Theory Ventures, First Round Capital, Redpoint Ventures, Google Ventures, Snowflake Ventures, and Databricks Ventures.

About the Role

We are looking for data people to join our Product Expert team and provide exceptional technical support to our customers. This is the first Product Expert, Customer Support role in Sydney, Australia, and the person in this role will help establish the team locally and shape how Customer Support operates in this region.

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 world class, high-touch technical support throughout the customer lifecycle. Our Product Experts are the face and heart of the customer experience

You will:

- Become a deep expert in the Omni product & best practices, and how those integrate with related technologies like dbt, git, API based workflows, and modern database technologies

- Assist Omni’s customers, potential customers, and partners via Slack, acting as the frontline as users tackle their data needs in Omni.

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

- Be our first Product Expert in Sydney, helping define the role and impact of the team locally.

- Stay up to date on the latest product improvements & roadmap (changes weekly).

- 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.

About you

- You love learning, troubleshooting, 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.

- 3–5 years of experience in data analytics, business intelligence, or related fields.

- You are proactive and solution-oriented, able to independently solve problems and take initiative in a new market.

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