Technical Support Manager

Job description

ABOUT OMNI 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 Technical Support Manager to lead and grow our Product Expert team in San Francisco. In this role, you’ll empower a diverse team to deliver best-in-class support at the intersection of BI and AI. You’ll serve as a technical leader and a strategic bridge, ensuring our customers, Product, and Engineering teams stay perfectly aligned YOU WILL: - Ramp up alongside the team to work directly with customers, modeling the high-touch "Advisory" relationship we promise to each customer. - Take full ownership of team output, helping unblock issues as needed and ensuring every member has the tools, mindset, and coaching to succeed. - Lead the sourcing and screening of new talent while mentoring existing members to foster a culture of customer focus, continuous growth, and technical excellence. - Identify friction points in support processes and implement scalable solutions to unblock the team. - Synthesize customer pain points into actionable insights for the Product and Engineering teams to help shape our roadmap. ABOUT YOU: - 5+ years in technical, customer-facing roles (Support, SE, or Consulting), with 1–2+ years leading or managing teams. - Strong SQL skills and familiarity with modern BI & AI stacks (Looker, DBT, Snowflake, BigQuery, Agentic workflows). - You thrive in high-growth environments and enjoy "building the playbook while playing the game. - You can translate complex architectural issues into clear, business-focused outcomes for any stakeholder. LOCATION San Francisco (Hybrid). We work from the office 3 days a week to foster collaboration and move quickly. 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.