Product Expert, Customer Support (San Francisco, CA)

Omni is an AI analytics platform that transforms company data into a trusted source for AI. They are seeking a Product Expert to provide exceptional technical support to customers, helping them navigate the product and solve data problems while advocating for their needs.

Responsibilities

• 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

Skills

• 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

Benefits

• Health, dental, and vision insurance
• 401(k) Plan
• Unlimited PTO

Company Overview