Product Incident and Service Desk Analyst

Role Overview: As a Product Incident and Service Desk Analyst at WSA, you will play a crucial role in ensuring high product quality for medical software products through structured testing, defect management, incident troubleshooting, and collaboration with cross-functional teams. Your focus will be on diagnosing and resolving escalated software product incidents reported through Customer Support channels while adhering to service level agreements and providing clear communication on incident status and resolutions. Key Responsibilities: - Receive, analyze, categorize, and investigate escalated software product incidents - Diagnose and troubleshoot technical issues using logs, diagnostic tools, and knowledge bases - Resolve incidents within established service level agreements or escalate to appropriate engineering teams - Track and manage incidents, providing timely updates and closure - Review, prioritize, and route escalated service requests - Collaborate with Product Management and Engineering teams on customer requests and product enhancements - Support Customer Service teams with technical guidance on product capabilities and solutions - Contribute to root cause analysis activities and analyze incident metrics - Implement corrective and preventive actions with development teams - Enhance incident management processes, support procedures, and technical documentation - Maintain knowledge repositories and ensure accuracy and up-to-date information - Communicate with stakeholders on incident progress and resolution activities - Participate in training and continuous learning activities for technical expertise Qualifications Required: - 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 in test and defect management tools, logs, debugging techniques, and incident management processes - Collaboration skills with strong analytical, problem-solving, and communication abilities - Ability to manage multiple priorities in cross-functional environments Company Details: WSA is a market leader in the hearing aid industry, committed to improving the quality of people's lives through innovative hearing aids and hearing health services. With a global presence in 130 countries, WSA values diversity, inclusivity, and celebrates successes while unlocking human potential by bringing back hearing for millions worldwide. As an equal-opportunity employer, WSA fosters an inclusive employee experience where authenticity is encouraged regardless of background or identity. Role Overview: As a Product Incident and Service Desk Analyst at WSA, you will play a crucial role in ensuring high product quality for medical software products through structured testing, defect management, incident troubleshooting, and collaboration with cross-functional teams. Your focus will be on diagnosing and resolving escalated software product incidents reported through Customer Support channels while adhering to service level agreements and providing clear communication on incident status and resolutions. Key Responsibilities: - Receive, analyze, categorize, and investigate escalated software product incidents - Diagnose and troubleshoot technical issues using logs, diagnostic tools, and knowledge bases - Resolve incidents within established service level agreements or escalate to appropriate engineering teams - Track and manage incidents, providing timely updates and closure - Review, prioritize, and route escalated service requests - Collaborate with Product Management and Engineering teams on customer requests and product enhancements - Support Customer Service teams with technical guidance on product capabilities and solutions - Contribute to root cause analysis activities and analyze incident metrics - Implement corrective and preventive actions with development teams - Enhance incident management processes, support procedures, and technical documentation - Maintain knowledge repositories and ensure accuracy and up-to-date information - Communicate with stakeholders on incident progress and resolution activities - Participate in training and continuous learning activities for technical expertise Qualifications Required: - 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 in test and defect management tools, logs, debugging techniques, and incident management processes - Collabora