[Hiring] Technical Support Specialist @Luscii

Role Description

As a Technical Support Specialist at Luscii, you will play a key role in ensuring OMRON Connect remains reliable, accessible, and easy to use for users and partners across EMEA. You will be the bridge between business partners, support teams, and engineering teams, investigating escalations, reproducing issues, and ensuring the right problems reach the right people with the right information.

Your role will have a direct impact on both the users of OMRON Connect and the teams building it. You will help solve issues quickly while ensuring developers receive clear, actionable information when something needs fixing.

Key responsibilities include:

• 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.
• Prioritize 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.

Qualifications

• 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).
• Strong technical troubleshooting skills for mobile apps (iOS/Android).
• Experience with ticketing tools such as Salesforce, Zendesk, HubSpot, Jira, or similar.
• Fluent in English and Dutch; additional language skills are a plus.

Requirements

• Comfortable taking ownership and making well-considered decisions independently.
• Enjoy autonomy to shape work and responsibilities while seeking collaboration and alignment with others.
• Ability to communicate clearly and calmly, translating technical issues into simple language for non-technical audiences.
• Open to working in a Holacratic organization and curious about our way of organizing work, roles, and responsibilities.

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 with monthly in-person team days called Assemblii.
• Flexible setup: Create your own ideal workspace.

Company Description

Luscii creates 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.