Syed Shafaat

I’m a customer-focused Product Support professional with a BS in Computer Science and 14+ years of experience across technical support, enterprise systems, telecom solutions, and client relationship management. Currently, I support international clients (UK & USA) in an AI-driven SaaS environment, where I combine ticket triage, troubleshooting, and client training to keep production-critical issues moving.

At ThingTrax, I attend daily stand-up meetings with key clients, onboard customers on the company portal and analytics dashboards, and act as a liaison between customers and technical teams. I analyze issues, assign them to the right internal teams (IoT, Development, or Vision/AI), and provide first-level troubleshooting for reporting, configuration, or platform understanding.

Before this, I managed end-to-end Shopify store operations as a self-employed/freelance e-commerce specialist, handling customer support via email and chat while maintaining high satisfaction. I also led business operations as Chief Operating Officer at Proton Labs, and earlier contributed as a telecom enterprise systems engineer (Huawei) and SQA engineer (EWorx), strengthening my approach to testing, documentation, and user acceptance support.