Product Expert, Customer Support (Sydney, Australia) at Omni Labs

<h2><strong> About Omni</strong></h2><p style="min-height:1.5em">Omni is the AI analytics platform that turns company data into a trusted source of truth for AI. Built on a semantic model, Omni gives enterprises a governed context graph for analytics and AI. Teams use Omni to ask questions in plain English, refine answers in workbooks, and bring trusted data into tools like Claude, ChatGPT, Cursor, and Slack.<br /><br />Based in San Francisco, CA, Omni has raised $217M from the world’s top investors, including ICONIQ, Theory Ventures, First Round Capital, Redpoint Ventures, and GV. Its latest $120M Series C valued the company at $1.5B.</p><h2><br /><strong>About the Role</strong></h2><p style="min-height:1.5em">We are looking for a <strong>Product Expert</strong> to be the face and heart of the Omni experience. You’ll blend technical SQL expertise with a <a target="_blank" rel="noopener noreferrer nofollow" href="https://review.firstround.com/podcast/how-to-leverage-intuition-customer-support-and-raw-effort-colin-zima-omni-looker/"><u>passion for high-touch support</u></a><u>,</u> helping users solve complex data problems while serving as the essential bridge between our customers and our Product and Engineering teams.</p><p style="min-height:1.5em"></p><h2><br /><strong>You Will:</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Become a deep expert in Omni’s platform and best practices to guide users and partners via Slack.</p></li><li><p style="min-height:1.5em">Act as the primary expert for customers and partners via Slack, while surfacing feature requests and reproducing bugs to improve the product.</p></li><li><p style="min-height:1.5em">Deliver "above-and-beyond" technical help, digging deep to find creative solutions to complex data questions.</p></li><li><p style="min-height:1.5em">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.</p></li><li><p style="min-height:1.5em">Build trust-filled advisory relationships and contribute to our community site with troubleshooting guides and design patterns to enable self-service.</p></li><li><p style="min-height:1.5em"> Work with Solutions Engineering to identify trends and recommend new tools and product improvements that make data teams more successful</p></li></ul><div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div><h2><br /><strong>About You</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em"> Strong SQL skills (specifically for analytics) and 3-5 years in data analytics or business intelligence preferred.</p></li><li><p style="min-height:1.5em">You genuinely enjoy daily interaction with customers and have a natural desire to teach and help others.</p></li><li><p style="min-height:1.5em">You love digging into the "why" behind a technical issue and are always eager to learn new tools.</p></li>