Technical Support Manager
About The Position
Omni is seeking a Technical Support Manager to lead their Product Expert team in San Francisco. This role is for a leader who is passionate about continuous technical growth and empowering a diverse team from the data and support space to deliver best-in-class support. The position involves working at the forefront of Data and AI, leading a team that supports forward-thinking Data Engineers, DBAs, and Analysts in navigating the BI+AI frontier with Omni. The role acts as a crucial link between customers, product, and engineering, ensuring alignment across all three. Key responsibilities include leading by example by working directly with customers to model the promised high-touch "Advisory" relationship, driving team performance by taking ownership of output and ensuring team members have the necessary tools, mindset, and coaching, and scaling the team through talent sourcing, screening, and mentoring to foster a customer-focused culture of growth and technical excellence. Additionally, the role involves scaling the service by identifying and implementing solutions for support process friction points, and advocating for customers by synthesizing their pain points into actionable insights for the Product and Engineering teams to influence the roadmap.
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.
- Familiarity with modern BI & AI stacks (Looker, DBT, Snowflake, BigQuery, Agentic workflows).
- Ability to translate complex architectural issues into clear, business-focused outcomes for any stakeholder.
- Thrive in high-growth environments.
Nice To Haves
- You enjoy "building the playbook while playing the game".
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.
Benefits
- Top of market pay including stock options
- Health, dental, and vision insurance
- 401(k) Plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
