2nd‑Line Mobile App Support Specialist (EMEA)

Luscii

Netherlands

Remote

EUR 46,000 - 55,000

Full time

14 days+

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Benefits offered by this job

Salary 4,100–4,900 EUR gross per month

Remote-first: work from anywhere in NL

Flexible setup

Job summary

Luscii, part of the OMRON Digital Health family, is seeking a Technical Support Specialist to ensure OMRON Connect remains reliable, accessible and easy to use for users and partners across EMEA. You will bridge 1st line support with engineering, investigate escalations, reproduce issues and provide clear, actionable information for faster fixes.

You will handle mobile app troubleshooting on iOS/Android, manage tickets with Salesforce/Zendesk/Jira and work with partners, distributors and

Qualifications

4+ years of experience in 2nd line customer or technical support.
Experience working with customers, partners and distributors (B2B support).
Comfortable in both structured environments and evolving processes.
Strong technical troubleshooting skills for mobile apps (iOS/Android).
Experience with ticketing tools such as Salesforce, Zendesk, HubSpot, Jira, and ability to guide engineers with logs and context.

Responsibilities

Collaborate with business partners and 1st line support, handling escalations from investigation to resolution.
Troubleshoot OMRON Connect on iOS and Android (accounts, subscriptions, Bluetooth, measurements, connectivity).
Reproduce issues and translate reports into clear, actionable tickets with technical context.
Prioritize and route issues to engineering or product teams and track to resolution.
Keep partners informed on incidents, known issues, workarounds and fixes.
Identify recurring patterns to improve product quality and user experience.
Help scale support by improving documentation and troubleshooting guides.