2nd Line Support Specialist

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 partn