2nd Line Support Specialist

Description

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.

Your role

You will become an important point of contact for business partners and 1st line support teams across EMEA. Their questions and escalations can range from account and GDPR requests to subscription issues, Bluetooth pairing problems and more complex technical issues. You will investigate what is happening, determine what can be solved at support level and make sure engineering receives everything they need to act. You will work independently on your cases, while collaborating closely with colleagues across support, engineering, QA and product.

What you will be doing:

• 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.

Why Luscii?

Read more about working at Luscii / OMRON and how we work as a team. Together, we are working on a mission to create space for care. Freedom, autonomy and ownership are of great importance in this. You are responsible for your own results and work according to the principles of Holacracy. Luscii is part of OMRON DH; together we built for the long term. To work on making healthcare better.

Most important 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. We stay connected through monthly in-person team days called Assemblii.

• Flexible setup: Create your own ideal workspace. Whatever works best for you - we’ve got you covered here.

The ideal candidate…

… probably doesn’t exist, but if you can tick most of the checkboxes below, please apply! We are looking for somebody who is comfortable taking ownership and making well-considered decisions independently. You enjoy the autonomy to shape your work and responsibilities, while actively seeking collaboration and alignment with others.

You know when to step up, when to involve colleagues and when to move forward decisively. Working independently does not mean working in isolation for you. You feel at ease being both a self-starter and a committed team player, contributing to shared goals while taking responsibility for your own domain. You value open communication, transparency and mutual trust.

• You have 4+ years of experience in 2nd line customer or technical support, including escalation handling and collaboration with technical specialists.

• You have experience working with customers, partners and distributors (B2B support).

• You are comfortable in both structured environments and in situations where processes are still evolving.

• You have strong technical troubleshooting skills for mobile apps (iOS/Android) and can distinguish user, connectivity and product issues.

• You have experience with ticketing tools such as Salesforce, Zendesk, HubSpot, Jira or similar, and can work effectively with engineers using logs and technical context. Plus, you have a clear vision on how to use what tool for which purpose and are not afraid to suggest improvements.

• You communicate clearly and calmly, and can translate technical issues into simple language for non-technical audiences.

• You are open to working in a Holacratic organization and curious about our way of organizing work, roles, and responsibilities;

• English is our primary language for all internal communication at Luscii, so you’re fluent in that language. Besides, you’re fluent to native in Dutch too. Any other language skills would be a plus.

Interested? Apply now!

Would you like more information? Feel free to contact our recruiter Björn Bogerd via [email protected]

What does the recruitment process look like?

We organise three interviews for each vacancy. It is an extensive process, but we want to ensure that there is a good fit in regards to a potential collaboration, our culture and our way of working. All interviews are conducted online and the entire procedure is planned in advance to keep momentum.