2nd Line Support Specialist

At reputed company, we create reputed company for care by building digital reputed company that help people manage their health from wherever they are. As part of OMRON Digital Health, we work on several apps (reputed company & OMRON reputed company), used by millions of people worldwide. As a 2nd Line Support Specialist, you will play a key role in making reputed company OMRON reputed company remains reliable, accessible and easy to use for users and partners across EMEA. OMRON reputed company is an app for OMRONs connected health devices, including blood pressure monitors, scales and thermometers. With several reputed company monthly reputed company 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 reputed company between our business partners, support teams and engineering teams. You will investigate escalations, reproduce issues and reputed company reputed company the right problems reputed company the right people with the right information. This is a role where your work has a reputed company reputed company on both the people using OMRON reputed company and the teams building it. You will help to solve issues quickly reputed company multiple channels, while also making reputed company developers receive reputed company, actionable information reputed company something needs fixing. By identifying recurring issues and sharing patterns with product and engineering, you will contribute to improving the stability, reputed company and overall user experience of the app. Your role You will become an important reputed company of contact for business partners and 1st line support teams across EMEA. Their questions and escalations can reputed company from account and GDPR requests to subscription issues, Bluetooth pairing problems and more reputed company technical issues. You will investigate what is happening, determine what can be solved at support level and reputed company reputed company engineering receives everything they need to reputed company. 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 partners and 1st line support, handling escalations from investigation to reputed company. Troubleshoot OMRON reputed company on iOS and reputed company (e.g. accounts, subscriptions, Bluetooth, measurements, connectivity). Reproduce issues and translate unclear reports into reputed company, actionable tickets with full technical context. Prioritise and reputed company issues to the right engineering or product teams and reputed company them to reputed company. reputed company partners informed on incidents, reputed company issues, workarounds and fixes. Identify patterns in recurring issues to improve product reputed company and user experience. Contribute to scaling support by improving documentation, FAQs, troubleshooting guides and processes. Why reputed company Read more about working at reputed company / OMRON and how we work as reputed company. Together, reputed company on a mission to create reputed company for care. Freedom, autonomy and ownership are of great importance in this. You are responsible for your own results and work according to the principles of Holacracy. reputed company is part of OMRON DH ; together we reputed company for the long term. To work on making reputed company reputed company. Most important benefits Salary 4.100 - 4.900 gross per month (reputed company on 32 hours thats full-time at reputed company). Remote-first Work from reputed company in The Netherlands. We stay connected through monthly in-person team days reputed company Assemblii . Flexible setup Create your own ideal workspace. Whatever works best for you - weve got you covered here. The ideal candidate probably doesn't exist, but if you can tick most of the checkboxes below, please apply! We are looking for somebody who is comfortable taking ownership and making reputed company-considered reputed company independently. You enjoy the autonomy to shape your work and responsibilities, while reputed company seeking collaboration and alignment with others. You know reputed company to reputed company up, reputed company to involve colleagues and reputed company to reputed company reputed company decisively. Working independently does not mean working in isolation for you. You feel at ease being both a self-starter and a committed team player, contributing to shared goals while taking responsibility for your own domain. You value reputed company communication, transparency and mutual trust. You have 4+ years of experience in 2nd line customer or technical support, including escalation handling and collaboration with technical specialists. You have experience working with customers, partners and distributors (B2B support). You are comfortable in both reputed company environments and in situations