2nd Line Support Specialist

Luscii

4d • Remote

About The Position

At Luscii, we create space for care by building digital health solutions that help people manage their health from wherever they are. As part of OMRON Digital Health, we work on several apps (Luscii & OMRON Connect), used by millions of people worldwide. As a 2nd Line Support Specialist, you will play a key role in making sure OMRON Connect remains reliable, accessible and easy to use for users and partners across EMEA. OMRON Connect is an app for OMRON’s connected health devices, including blood pressure monitors, scales and thermometers. With several million monthly active users, the app supports people in managing their health in more than 100 countries. As part of our 2nd line support team, you are the bridge between our business partners, support teams and engineering teams. You will investigate escalations, reproduce issues and make sure the right problems reach the right people with the right information. This is a role where your work has a direct impact on both the people using OMRON Connect and the teams building it. You will help to solve issues quickly via multiple channels, while also making sure developers receive clear, actionable information when something needs fixing. By identifying recurring issues and sharing patterns with product and engineering, you will contribute to improving the stability, quality and overall user experience of the app.

Requirements

• 4+ years of experience in 2nd line customer or technical support, including escalation handling and collaboration with technical specialists.
• Experience working with customers, partners and distributors (B2B support).
• Comfortable in both structured environments and in situations where processes are still evolving.
• Strong technical troubleshooting skills for mobile apps (iOS/Android) and can distinguish user, connectivity and product issues.
• Experience with ticketing tools such as Salesforce, Zendesk, HubSpot, Jira or similar, and can work effectively with engineers using logs and technical context.
• Fluent in English (primary language for all internal communication at Luscii).
• Fluent to native in Dutch.

Nice To Haves

• Clear vision on how to use what tool for which purpose and are not afraid to suggest improvements.
• Open to working in a Holacratic organization and curious about our way of organizing work, roles, and responsibilities.
• Any other language skills would be a plus.

Responsibilities

• Collaborate with business partners and 1st line support, handling escalations from investigation to resolution.
• Troubleshoot OMRON Connect on iOS and Android (e.g. accounts, subscriptions, Bluetooth, measurements, connectivity).
• Reproduce issues and translate unclear reports into clear, actionable tickets with full technical context.
• Prioritise and route issues to the right engineering or product teams and track them to resolution.
• Keep partners informed on incidents, known issues, workarounds and fixes.
• Identify patterns in recurring issues to improve product quality and user experience.
• Contribute to scaling support by improving documentation, FAQs, troubleshooting guides and processes.

Benefits

• Salary: € 4.100 - € 4.900 gross per month (based on 32 hours – that’s full-time at Luscii).
• Remote-first: Work from anywhere in The Netherlands.
• Monthly in-person team days called Assemblii.
• Flexible setup: Create your own ideal workspace.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed