Ajit Chauhan

I’m a Product Support Engineer with 8+ years of experience delivering SaaS application support, resolving customer issues, and coordinating across teams to keep releases on track. I translate customer problems into actionable engineering tasks and validate fixes through testing.

In my current role, I manage L2/L3 support and ITSM operations for multiple Shopify-based SaaS applications. I handle incident, problem, and change management with SLA compliance, and I serve as the escalation point for critical incidents.

I work closely with Development, Product, and Marketing teams for release management and change requests, participating in sprint planning and tracking workflows using Zoho CRM. I also run pre- and post-release UAT validation to reduce production issues by ~25%.

I’m known for structured troubleshooting, clear communication, and end-to-end ownership—gathering recurring incidents and user feedback to improve products and optimize processes. I strengthen documentation and knowledge base management to reduce recurring tickets and help teams move faster.