Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

We are looking for a Product Incident and Service Desk Analyst with strong experience in manual testing and software product support for medical software products. This role focuses on ensuring high product quality through structured testing, defect management, incident troubleshooting, and continuous collaboration with cross-functional teams while applying QA best practices and service support methodologies.

What you will do

• Receive, analyze, categorize, and investigate escalated software product incidents reported through Customer Support channels.

• Diagnose and troubleshoot technical issues using logs, diagnostic tools, knowledge bases, standard operating procedures, and available resources.

• Resolve incidents within established service level agreements (SLAs) or coordinate escalation to appropriate engineering teams for further investigation and resolution.

• Track and manage incidents throughout their lifecycle, ensuring timely updates and closure.

• Provide clear and accurate communication on incident status, findings, workarounds, and resolutions to internal stakeholders.

• Review, prioritize, and route escalated service requests in accordance with established processes and business priorities.

• Collaborate with Product Management and Engineering teams by providing input on recurring customer requests, future product enhancements, and service improvements.

• Support Customer Service teams with technical guidance on product capabilities, available solutions, and self-service options.

• Contribute to root cause analysis activities for complex and recurring incidents to identify underlying issues and prevent reoccurrence.

• Analyze and report on incident, defect, quality, and operational metrics to identify trends, uncover improvement opportunities, and drive data-driven decision-making and    continuous product and process improvements.

• Work closely with subject matter experts and development teams to implement corrective and preventive actions.

• Contribute to the improvement of incident management processes, support procedures, tools, and operational workflows.

• Create, maintain, and enhance technical documentation, knowledge base articles, troubleshooting guides, FAQs, and user support materials.

• Document known issues, solutions, workarounds, and lessons learned to improve knowledge sharing and operational efficiency.

• Ensure knowledge repositories remain accurate, comprehensive, and up to date.

• Maintain proactive communication with Incident Managers, Customer Service teams, and Engineering stakeholders regarding incident progress and resolution activities.

• Provide timely updates on critical incidents, system outages, maintenance activities, and other events impacting service availability.

• Participate in training, knowledge-sharing, and continuous learning activities to strengthen technical expertise and product knowledge.

• Contribute to enhancing product reliability, customer experience, and overall service excellence through continuous improvement initiatives.

• Analyze and review software requirements, collaborate with stakeholders, participate in specification reviews (MRS/SRS), and define comprehensive test scenarios, test cases, and test data to ensure complete test coverage.

• Design, develop, and execute functional, integration, regression, and automated tests across supported devices and platforms, while investigating market-reported issues and analyzing test failures.

• Identify, document, and track defects, perform defect verification and root cause analysis, and provide detailed test reports and quality insights to support timely issue resolution and continuous product improvement.

What you bring

Experience

• 5+ years of experience in Software Testing, Product Support, Incident Management, or similar roles.

• Strong experience in incident investigation, troubleshooting, defect analysis, and issue resolution.

• Good understanding of software testing concepts, quality practices, and Agile methodologies.

• Experience in medical device or regulated environments is an advantage.

Technical Skills

• Experience with test and defect management tools such as Azure DevOps, ALM, TFS, or similar platforms.

• Familiarity with logs, debugging techniques, diagnostic tools, and incident management processes.

• Ability to analyze incident, defect, and quality trends to identify recurring issues and improvement opportunities.

• Understanding of SLA-driven support processes and operational workflows.

Collaboration & Personal Competencies

• Strong analytical, investigative, and problem-solving skills.

• Excellent communication and stakeholder management abilities.

• Ability to collaborate effectively with Customer Support, Product Management, Engineering, and Quality teams.

• Self-driven, detail-oriented, and capable of managing multiple priorities in cross-functional environments.

Good to have

• ISTQB Test Analyst Certification

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WSA is an equal‑opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, we firmly believe that our work is at its best when everyone feels free to be their most authentic self.