Lead Product Expert, Customer Support (Dublin, IE)

Omni is a business intelligence and embedded analytics platform that helps customers explore, understand, and act on data.

Headquartered in San Francisco with hubs in EMEA and APAC, we are backed by leading investors including ICONIQ Growth, Theory Ventures, First Round Capital, Redpoint Ventures, Google Ventures, Snowflake Ventures, and Databricks Ventures.

We're looking for a technical expert to anchor our EMEA Support team in Dublin. This is a working lead role — you'll spend half or more of your time directly supporting customers while also mentoring a small team and building the foundation for scaling a world-class technical support organization.

In the near term (next 12 months), this role is 60% hands-on support work and 40% team leadership. As the team grows to 5+ people, it will transition into a full management position. The ideal candidate wants both: to be deep in the product today and to build/lead a team tomorrow.

Our customers are savvy data professionals: data engineers, database admins, heads of BI, analysts, IT admins, etc. They come to us expecting a highly capable collaborative partner to help them with everything from basic feature utilization to deep modeling problems, product issues, and integrations with other services in the data stack: modern databases, dbt, git, SSO, embedding, data delivery, and more.

1. Direct Customer Work (Technical Ownership & Leadership)

• Best Practice Modeling: Consistently model best-in-class support interactions (Slack, email, occasional calls) that build advisory, trust-filled relationships with customers, focusing on desired business outcomes rather than simple process adherence.

• Escalation & Resolution: Serve as the escalation point for your team when they aren’t sure how to proceed. This includes handling their backlog, specific live issues that are challenging for technical or customer sentiment reasons, or widespread incidents where a more senior presence is needed.

• Ongoing Customer Work: Initially, this role will be more focused (60%+) on providing direct support coverage. As the team grows, this will decrease but always remain a part of the role. The team needs to know that when they are buried, you can jump in and help get through a spike in volume or unexpected out-of-office absences.

2. Team Leadership & Coaching (Excellence & Development)

• Direct Coaching: Act as the primary technical coach for your Product Expert team, providing regular 1:1 mentorship and direction on technical troubleshooting methodologies and efficient workflow management.

• Quality Assurance: Conduct formal and informal reviews of team member responses, ensuring clarity, technical accuracy, and adherence to high service standards.

• Continuous Learning Model: Lead internal technical training sessions (e.g., deep dives on new features, advanced SQL dialect nuances) and organize sessions for others across teams to ensure expert product knowledge is always growing. This includes the adoption or creation of cutting-edge tooling like AI.

• Team Performance: Monitor and report on key support metrics (CSAT, TTR, escalation rates), using data to inform coaching efforts and drive overall team efficiency and readiness for promotion.
  

3. Scaling the Organization

• Pain Point Resolution: Identify and champion pain points or workflow inefficiencies that prevent the team from doing their best work, driving and implementing solutions (e.g., building diagnostic dashboards). This includes advocating categories of customer friction to our Product team to inform the roadmap.

• Hiring: Align hiring plans and profiles to the needs in your region, including sourcing, screening, and interviewing. You will have assistance in this, but we will rely on your local knowledge to drive results.

• Knowledge Strategy: Oversee and contribute to the creation and maintenance of internal runbooks and external knowledge base content, ensuring it scales effectively with new features and best practices, and aligns with the growing use of AI by customers to acquire Omni product knowledge.
  

We are looking for an individual who is driven by helping their team deliver the best customer outcomes and has a proven track record of leadership in a technical, customer-facing team.

• Technical Support: Minimum 4+ years of professional experience in a technical customer-facing role (e.g., Technical Support, Professional Services, Sales Engineering, or Consulting).

• People Focus: Just as important as your technical capabilities is the desire to make a positive impact on customers and your team.

• Data and BI Domain Knowledge: Deep familiarity with SQL and modern BI tools. Experience with tools utilizing a modeling layer (like Omni, Looker, Lightdash, Holistics, Cube, or Zenlytic) is a significant plus.

• Leadership: Proven experience acting in a leadership capacity, such as a Team Lead, Manager, senior mentor, or designated escalation point.

• Adaptability: Proven ability and genuine desire to work in a fast-paced, high-growth environment where priorities and product features evolve rapidly.

• Communication: Exceptional written and verbal communication skills; adept at translating complex technical issues into clear, actionable advice for both technical and non-technical audiences.
  

• Passionate, close-knit team with extensive experience in the space, including founders from Looker and Stitch Data

• Grow your career in Data Analytics with a fast growing company

• We have the best customers!