Remote 2nd Line Mobile App Support Specialist (EMEA)

Luscii - an OMRON Healthcare service; Netherlands; On-site; EUR 46,000 - 55,000; Full time

Benefits offered by this job

Remote-first: work from anywhere in NL

Flexible setup

Competitive salary

Job summary

Luscii, part of OMRON Digital Health, is hiring a 2nd Line Support Specialist to help ensure OMRON Connect remains reliable and accessible for users and partners across EMEA.

You will bridge business partners, support teams and engineers, investigating escalations and translating issues into actionable tickets with clear context. This role collaborates with 1st line support to scale knowledge and improve app stability.

Qualifications

• 4+ years of experience in 2nd line customer or technical support, including escalation handling.
• Experience working with customers, partners and distributors (B2B support).
• Comfortable in both structured environments and in evolving processes.
• Strong technical troubleshooting for mobile apps (iOS/Android) incl. accounts, subscriptions, connectivity.
• Experience with ticketing tools such as Salesforce, Zendesk, HubSpot, Jira and ability to guide engineers with logs.
• Clear, calm communication; translate technical issues for non-technical audiences.
• Open to Holacracy; fluent in English; Dutch language skills are a plus.

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 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.

Skills

2nd line support

Escalation handling

Technical troubleshooting

English proficiency

Dutch language skills

Clear communication

Holacracy familiar

Tools

Salesforce

Zendesk

HubSpot

Jira

Job description

Luscii, part of OMRON Digital Health, is hiring a 2nd Line Support Specialist to help ensure OMRON Connect remains reliable and accessible for users and partners across EMEA.

You will bridge business partners, support teams and engineers, investigating escalations and translating issues into actionable tickets with clear context. This role collaborates with 1st line support to scale knowledge and improve app stability.