Ajit Chauhan

Product Support professional with 8+ years of experience across SaaS application support, customer issue resolution, UAT testing, and cross-functional coordination. Strong at translating customer problems into actionable tasks for engineering teams, validating fixes through testing, and ensuring smooth feature rollouts. Known for clear communication, structured troubleshooting, and ownership of customer issues end-to-end.

Technical Product Support Engineer at Simprosys InfoMedia (2023-06 – Present)

• Manage L2/L3 support and ITSM operations for multiple Shopify-based SaaS applications.
• Handle incident, problem, and change management, ensuring SLA compliance and timely resolution.
• Coordinate with Development, Product, and Marketing teams for release management and change requests.
• Participate in sprint planning, monitor workflows, and track tasks using Zoho CRM.
• Conduct pre- and post-release UAT to validate functionality and reduce production issues by ~25%.
• Gather and analyze recurring incidents and user feedback to implement product and process improvements.
• Optimize workflows and documentation to increase team efficiency and reduce recurring tickets.
• Serve as the escalation point for critical incidents, ensuring structured communication and timely resolution.

Team Lead – Recruitment (IT & Non-IT) at SA Technologies Inc. (2021-08 – 2023-06)

• Managed client escalations and coordinated across internal teams to ensure timely issue resolution.
• Tracked performance metrics and improved workflow processes.
• Strengthened stakeholder communication and structured reporting practices.

Senior Technical Recruiter at KTRIAN Solutions Pvt Ltd (2016-06 – 2021-08)

• Managed end-to-end recruitment lifecycle for technical roles for US clients.
• Handled multiple client requirements simultaneously while maintaining documentation accuracy.
• Built strong client communication and follow-up discipline.

Bachelor of Science in Mathematics – Gujarat University (2010-08 – 2013-06)