Job Opportunities API

Applicants must have prior experience in Software Testing (Manual Testing), including test case execution, defect tracking, and incident troubleshooting. Please apply only if you meet this requirement. 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 invest