Technical Support Manager

Omni•San Francisco, CA

15h•Hybrid

About The Position

Omni is looking for a Technical Support Manager to grow and lead their Product Expert team in San Francisco. This role is for a leader who wants to continuously grow technically and empower a team from diverse backgrounds across the data and support space to deliver best in class support. Omni is at the forefront of Data and AI. You will lead a team that stretches beyond traditional support to help forward thinking Data Engineers, DBAs, and Analysts navigate the frontier of BI+AI with Omni. You occupy the space where customers, product, and engineering meet --working seamlessly to keep them all aligned.

Requirements

5+ years in technical, customer-facing roles (Support, SE, or Consulting), with 1–2+ years in a leadership capacity.
Previous management experience is ideal.
Strong SQL skills and familiarity with modern BI & AI stacks (Looker, DBT, Snowflake, BigQuery, Agentic workflows).
You enjoy "building the playbook while playing the game" and thrive in high-growth environments.
You can translate complex architectural issues into clear, business-focused outcomes for any stakeholder.

Responsibilities

Lead by Example: Ramp up alongside the team to work directly with customers, modeling the high-touch "Advisory" relationship we promise to each customer.
Drive Performance: Take full ownership of team output, helping unblock issues as needed and ensuring every member has the tools, mindset, and coaching to succeed.
Scale the Team: Lead the sourcing and screening of new talent while mentoring existing members to foster a culture of customer focus, continuous growth, and technical excellence.
Scale the Service: Identify friction points in support processes and implement scalable solutions to unblock the team.
Advocate for Customers: Synthesize customer pain points into actionable insights for the Product and Engineering teams to help shape our roadmap.