Technical Support Specialist at Luscii

At Luscii, we are dedicated to creating space for care by developing digital health solutions that empower individuals to manage their well-being from anywhere. As a key part of OMRON Digital Health, we contribute to major applications like Luscii and OMRON Connect, which are utilized by millions of people across more than 100 countries. We are looking for a dedicated professional to join our team and help ensure that our health monitoring tools remain reliable, accessible, and intuitive for our global user base and partners.

About the Role

We are seeking a Senior Technical Support Specialist to join our team on a full-time basis. In this role, you will act as a vital bridge between our business partners, internal support staff, and engineering teams. You will be responsible for investigating escalations, reproducing complex issues, and ensuring that our technical teams receive clear, actionable information to maintain the high quality of our digital health products.

Key Responsibilities

• Manage escalations from business partners and first-line support teams, guiding issues from initial investigation through to final resolution.
• Perform deep technical troubleshooting for the OMRON Connect app on iOS and Android, covering areas such as account management, subscriptions, and Bluetooth connectivity.
• Analyze recurring patterns in user reports to provide insights to our product and engineering teams, helping to improve overall app stability and user experience.

Requirements

• At least 4 years of experience in second-line technical or customer support, specifically involving escalation management and cross-functional collaboration.
• Proven experience in B2B support, working directly with partners, distributors, and customers.
• Strong technical proficiency with mobile applications and familiarity with ticketing and project management tools such as Salesforce, Zendesk, or Jira.
• Ability to translate complex technical logs and issues into clear, simple language for various stakeholders.
• Fluency in both English and Dutch, as these are essential for our internal and external communications.
• A self-starting mindset with the ability to thrive in a Holacratic work environment that values autonomy and ownership.

Location

This position is remote and can be performed from anywhere, though we maintain a strong connection through regular in-person team days.

Compensation and Benefits

The salary for this position ranges from € 62.000 to € 74.000 gross per year. In addition to competitive pay, we offer the following benefits:

• A remote-first work environment with the flexibility to work from your preferred location.
• Comprehensive paid time off.
• Support for creating your own ideal, flexible workspace.