Product Expert, Customer Support (Sydney)

Omni; San Francisco (CA); On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) Plan

Unlimited PTO

Job summary

Omni is seeking a Product Expert to be the face and heart of the Omni experience. You’ll blend SQL analytics expertise with high-touch support to help users solve complex data problems and act as the bridge between customers and Product/Engineering teams.

You will guide users via Slack, surface feature requests, and reproduce bugs to help improve the product, while building trust through advisory relationships and self-service guides.

Qualifications

• Strong SQL skills (analytics) and 3–5 years in data analytics or BI preferred.
• Enjoys daily interaction with customers and loves helping others learn.
• Curious about the 'why' behind issues and eager to learn new tools.
• Able to translate complex data concepts into clear, actionable guidance.

Responsibilities

• 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 via Slack, surfacing feature requests and reproducing bugs to improve the product.
• Deliver above-and-beyond technical help, digging deep to find creative solutions to complex data questions.
• Advise on customer needs in internal Product/Engineering discussions; share usage trends, report bugs, and surface feature requests.
• Build advisory relationships and contribute to the community site with troubleshooting guides and design patterns for self-service.
• Collaborate with Solutions Engineering to identify trends and recommend tools and product improvements for data teams.

Skills

SQL analytics

Data analytics

Customer-facing

Teaching/helping

Communication

Tools

Slack

Job description

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.
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.

About the Role

We are looking for a Product Expert to be the face and heart of the Omni experience. You’ll blend technical SQL expertise with a passion for high-touch support , helping users solve complex data problems while serving as the essential bridge between our customers and our Product and Engineering teams.

Responsibilities

• 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 via Slack, while surfacing feature requests and reproducing bugs to improve the product.

• Deliver "above-and-beyond" technical help, digging deep to find 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 our 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 that make data teams more successful

About You

• Strong SQL skills (specifically for analytics) and 3-5 years in data analytics or business intelligence preferred.

• You genuinely enjoy daily interaction with customers and have a natural desire to teach and help others.

• You love digging into the "why" behind a technical issue and are always eager to learn new tools.

• You can translate complex data concepts into clear, actionable advice, both in writing and verbally.

Location

Candidates must be located in the Sydney area.

Why Join Us

• Passionate, supportive team with extensive experience in the space (including founders from Looker and Stitch Data) all working together to win as a team

• Health, dental, and vision insurance

• 401(k) Plan

• Unlimited PTO

Omni is an equal opportunity employer. We value diversity and encourage you to apply even if you don’t check every single box. Please, let us know if you need any reasonable accommodations during the interview process.