Platform Support Analyst (L1 Internal Support)

About the role

We are seeking a proactive L1 Internal Support Analyst to serve as the first point of contact for internal teams reporting system issues, bugs, and product feedback. The role ensures rapid resolution of routine problems, reduces noise for engineering squads, and facilitates clear communication between product, QA and engineering.

Key responsibilities

• Receive, validate and triage all internal support requests from various business units.
• Resolve platform‑related issues that fall within the defined L1 scope.
• Escalate confirmed bugs to the appropriate Squad Lead or QA with detailed documentation.
• Forward qualified product enhancement suggestions to the relevant Product Manager.
• Maintain internal logs, categorize incidents and contribute to process improvement.
• Collaborate with Product, QA and Engineering teams to ensure timely resolution.
• Assist in creating and updating internal support documentation and best‑practice guides.

Required profile

• Bachelor’s degree or equivalent.
• 1–3 years of experience in support, QA or operations within a tech or SaaS environment.
• Strong understanding of digital platforms, admin panels and workflow applications.
• Excellent problem‑solving, communication and documentation abilities.
• Detail‑oriented and able to prioritize issues based on business impact.

Required skills

• Familiarity with issue‑tracking tools such as Jira or Trello.
• Experience with customer‑service platforms like Zendesk, Freshdesk or Intercom.
• Knowledge of mobile app ecosystems (Android, iOS).
• Basic understanding of QA/test case validation.

What we offer

• Dynamic, innovative workplace culture focused on collaboration and growth.
• Opportunity to contribute to a leading automobile marketplace in Pakistan.