Platform Support Analyst

We are looking for a proactive L1 Internal Support Analyst who will be the first point of contact for internal teams reporting system issues, bugs, and product feedback. This role is critical in enabling fast resolution of routine problems, reducing noise for engineering squads, and ensuring structured communication with product and tech teams.

Key Responsibilities:

• Act as the first line of support for internal issue reporting across various business teams.
• Receive, validate, and triage all incoming requests from internal users.
• Resolve routine platform-related issues that fall under defined L1 scope.
• Escalate confirmed bugs to the relevant Squad Lead or Squad QA with proper documentation.
• Forward qualified product enhancement suggestions to the respective Product Manager.
• Maintain internal logs, categorize reported issues, and contribute to continuous process improvement.
• Collaborate with cross-functional teams (Product, QA, Engineering) to ensure timely resolution of support requests.
• Assist in creating and maintaining internal support documentation and best practices for common scenarios.

Qualification & Experience:

• Minimum Bachelor’s degree or equivalent qualification.
• 1–3 years of experience in a support, QA, or operations role in a tech or SaaS company
• Strong understanding of how digital platforms work (admin panels, apps, workflows)
• Excellent problem-solving, communication, and documentation skills
• Familiar with bug reporting tools (e.g., Jira, Trello, or any issue tracker)
• Able to prioritize issues based on impact and business urgency
• Detail-oriented and comfortable interacting with multiple departments

Preferred Skills

• Experience with customer service platforms (Zendesk, Freshdesk, Intercom)
• Familiarity with mobile app ecosystems (Android/iOS)
• Understanding of product feedback flows
• Basic knowledge of QA/test case validation is a plus

At PakWheels, we take pride in fostering a dynamic and innovative workplace culture that values collaboration and growth. Since 2003, PakWheels.com has transformed the automobile industry in Pakistan, helping millions of Pakistanis buy, sell, and maintain their vehicles. By joining PakWheels, you'll be part of a mission to revolutionize the automobile landscape. Our environment thrives on creativity, teamwork, and forward-thinking ideas.