Ayush Parashar
Application Support Engineer
New Delhi
Summary
Accomplished Application Support Engineer with extensive experience in the SaaS industry, specializing in client support and service delivery. Proven track record of planning and implementing effective solutions that enhance client satisfaction and drive organizational growth underscores a commitment to excellence. Strong analytical and problem-solving skills are complemented by exceptional communication and negotiation abilities, ensuring seamless interactions with clients. Expertise in client relationship management and a keen ability to adapt to emerging industry trends position this professional as a valuable asset in meeting evolving business objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Product Support Associate
Litera Technologies Pvt Ltd
Ahmedabad
06.2023 - 08.2025
- SME & Product Specialist: Served as the primary POC for Netdocx, Metadact, CleanDocs, and Change Pro, providing high-level troubleshooting and end-to-end document lifecycle support.
- Global Service Delivery: Managed high-volume ticket queues for the US, the UK, and Canada, maintaining a 98%+ SLA resolution rate, and exceeding FCR/CSAT benchmarks.
- Release Coordination: Partnered with QA teams to validate product builds, ensuring all releases exceeded stability standards prior to public launch.
- Workflow Engineering: Redesigned escalation paths and troubleshooting workflows, significantly reducing Turnaround Time (TAT) and time-to-close metrics.
- CRM Automation: Integrated Salesforce configurations to automate manual tasks, improving data integrity, team productivity, and visibility into success metrics.
- Network Reliability: Managed DNS/DHCP configurations to ensure 100% network uptime, and stable global connectivity.
- Team Mentorship: Directed cross-functional teams and mentored junior associates on technical troubleshooting and customer service best practices.
- KRA-Driven Growth: Monitored team KRAs to identify bottlenecks, implementing targeted training that boosted overall efficiency and response speed.
Software Application Support Engineer
Reyna Solutions LLP
Ahmedabad
08.2022 - 06.2023
- Client: Litera
- Global Application Support: Primary lead for end-to-end document lifecycle solutions (CleanDocs, Netdocx, Metadact) for U.S., U.K., and Canadian clients via Salesforce. Managed multiple emails and remote sessions.
- Quality Assurance and Deployment: Directed User Acceptance Testing (UAT) to ensure seamless, timely production updates, and system integrity.
- Operational Leadership: Streamlined task workflows for premium client accounts, and managed primary technical escalations for all owned products.
Senior Application Support Engineer
Alchemy Techsol Pvt LTD
Pune
10.2021 - 04.2022
- Client: Capgemini.
- Support: Resolved complex WMS/TMS issues for TOLL Logistics across the USA, Canada, and Australia, using ticketing systems and email.
- System Integrity: Managed vendor warehouse/transportation data within TOLLTRACK, ensuring record accuracy, and providing actionable technical recommendations.
- Stakeholder Facilitation: Documented feature requirements, and presented vendor business models to leadership to drive product alignment.
Senior Application Support Engineer
Crystal Televentures PVT LTD
11.2020 - 08.2021
- Client: Aftership.
- Global Technical Support: Managed high-volume ticket queues and API troubleshooting for a leading Hong Kong eCommerce provider and global clients (USA, CAN, MEX, NZ, CN, AUS).
- Operational Excellence: Exceeded global SLAs with a 98% resolution rate on critical tickets, consistently outperforming KRA targets for FCR and CSAT through proactive problem-solving.
- System Integration & Testing: Designed tailored inventory solutions and integrated automation to enhance client marketplace presence, and supported UAT to ensure seamless production releases.
- Process Optimization: Reduced TAT by streamlining document lifecycles and triage protocols; led team training and performance initiatives to improve group response times, and queue management.
Associate - Product Support
Unicommerce eSolutions PVT LTD
07.2019 - 09.2020
- OMS/WMS Technical Support: Resolved complex functional queries and multi-channel workflows (Amazon, Flipkart, Shopify) for enterprise accounts with multi-warehouse configurations.
- Data & API Integrity: Utilized SQL for root cause analysis (RCA), and debugged API payloads to ensure seamless synchronization between SaaS panels and third-party integrations.
- Performance Excellence: Maintained 95%+ SLA and high CSAT/NPS scores by managing the end-to-end ticket lifecycle and driving First Contact Resolution (FCR).
- Cross-functional Leadership: Collaborated with Product/Engineering to expedite P0/P1 hotfixes and authored "How-to" documentation to reduce ticket volume via client self-service.
Technical Support Engineer
Sony India Pvt Ltd
07.2017 - 07.2019
- Sony Bravia SME: Resolved high-tier hardware/software issues, and optimized troubleshooting protocols, significantly reducing MTTR.
- Technical documentation: Managed RightNow CRM product data and translated complex specs into user-friendly guides to decrease repeat inquiries.
- Quality Assurance: Executed physical testing and bug identification for LED units, collaborating with production to ensure pre-launch reliability.
- R&D and Innovation: Drove Smart/Android TV feature development through data-driven research and rigorous integration testing.
Education
B.Tech - Electronics and Communication Engineering
05.2016
GPA: 69%
Intermediate - I.Sc
03.2012
GPA: 74%
Matriculation - Matriculation
01.2010
GPA: 74%
Skills
Microsoft windows and office (Excel,Word,Outlook,Powerpoint,Office 365,Power BI)
Remote technical support,Software installation,Escalation management,Debugging
Postman,Uniware, Jira, Talisma, Slack
Multitasking, Technical troubleshooting, Customer service expert,Excellent communication
TICKETING TOOL- Zendesk, Freshdesk,Freshworks, ServiceDesk, Salesforce, Uniware,ServiceNow,TOLLTRACK
Technical troubleshooting,Time management abilities,Adaptability and flexibility,Handling Global user
Certification
Power BI
PROFESSIONAL SYNOPSIS
Dynamic Support Engineer with a proven track record of managing high-stakes enterprise ecosystems for Tier-1 global clients. Expert in End-to-End Case Management, RCA, and SLA compliance, consistently maintaining top-tier CSAT scores. Adept at bridging technical gaps through cross-functional leadership in 24/7 high-pressure environments.
Litera Microsystems | Product Support Associate
Reyan Solutions LLP | Software Application Support Engineer
Alchemy Techsol Pvt. Ltd. (Client: Capgemini) | Senior Application Support Engineer
Crystal Televentures Pvt. Ltd. (Client: Aftership) | Senior Application Support Engineer
Unicommerce eSolutions Pvt. Ltd. | Technical Product Support
Sony India Pvt. Ltd. | Technical Support Engineer
DECLARATION
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief. I take full responsibility for the correctness of the particulars mentioned in this resume
Place:
Date:
Timeline
Product Support Associate - Litera Technologies Pvt Ltd
06.2023 - 08.2025
Software Application Support Engineer - Reyna Solutions LLP
08.2022 - 06.2023
Senior Application Support Engineer - Alchemy Techsol Pvt LTD
10.2021 - 04.2022
Senior Application Support Engineer - Crystal Televentures PVT LTD
11.2020 - 08.2021
Associate - Product Support - Unicommerce eSolutions PVT LTD
07.2019 - 09.2020
Technical Support Engineer - Sony India Pvt Ltd
07.2017 - 07.2019
MAHARISHI DAYANAND UNIVERSITY - B.Tech, Electronics and Communication Engineering
BSEB - Intermediate, I.Sc
CBSE - Matriculation, Matriculation