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