Hey 👋, I'm Lalit Saini
Technical support specialist with 1 year of experience supporting 2,500+ global customers at a SaaS company. Experienced in application, API, integration and data troubleshooting, customer onboarding, product operations and cross functional problem solving. AWS Certified Solutions Architect with a background in cybersecurity and cloud computing.
Work Experience
Product Specialist @Pricelabs
Key Responsibilities:
- Resolved technical issues for 2,500+ global customers across multilingual markets, diagnosing integration failures, API errors, application faults, and data discrepancies between connected third-party systems.
- Investigated root causes using application logs, SQL queries, and API request tracing; escalated reproducible defects to Engineering with documented reproduction steps, reducing back-and-forth on handoffs
- Designed and automated internal support workflows and customer-facing documentation, cutting repeat tickets on recurring issue categories by 32% and shortening average resolution time by 13%.
- Surfaced recurring product and operational gaps to Product and Engineering, turning ticket patterns into prioritised feedback that shipped as workflow improvements.
- Sustained 92% customer satisfaction while handling 150+ tickets per week through a period of rapid company scaling.
Fellow @beVisioneers: The Mercedes-Benz Fellowship
Key Responsibilities:
- Selected for a competitive global fellowship (Germany, hybrid) to develop and lead a sustainability innovation project under expert mentorship, alongside an international cohort.
- The fellowship is designed and run by The DO School Fellowships and funded by Mercedes-Benz. It supports young innovators in launching environmental projects through a 12-month hybrid program of training, 1:1 mentoring, venture coaching, and peer and expert support.
- My fellowship project is Paltan, a community-powered platform to end street dog births and conflicts, area by area. It coordinates citizens, feeders, RWAs, vets, NGOs and municipal bodies to run ward-level sterilization and rabies vaccination (CNVR) drives. We don't own assets, we orchestrate the people and partners who already do the work
- The approach: map dogs and feeders at micro-area level with community input, coordinate accredited ABC partners to run scheduled CNVR cycles, verify coverage openly through dog profiles, photo checks and a public dashboard, and teach people how to live safely alongside street dogs.
- Paltan is built around the Animal Birth Control Rules (2023): ear-notch, vaccinate, and release dogs back to the same location, with no relocation. It aims for effective female sterilization coverage and at least 70% rabies vaccination coverage in each micro-area.
My Projects
Cloud-Based File Management System
A scalable multi-tier file management application on AWS: EC2 for compute, S3 for object storage, RDS (MySQL) for metadata, and Route 53 for DNS routing. I configured IAM roles, security groups, and instance provisioning, and documented the architecture and deployment steps in the repository.
Secure Password Storage: SHA-256 + Argon2id
A password hashing implementation that runs each password through SHA-256 first, then Argon2id, with salting so identical passwords never produce identical hashes. Argon2id's time and memory costs can be tuned, and a complexity check enforces length, uppercase characters and digits. The repository also compares the approach with legacy MD5 and SHA-1 to show why they fall short against brute-force and rainbow table attacks.
AI-Powered Customer Support Chatbot
An Amazon Lex conversational bot with intents and slot filling, integrated with Facebook Messenger to automate common customer support queries. It includes fallback handling and handoff-to-human flows, mirroring real support triage patterns.
Education
Bachelor of Computer Applications (BCA)
Vivekananda Institute of Professional Studies - Technical Campus
CGPA 8.5/10. Elective focus: Cyber Security. Coursework: Cloud Computing, DBMS, Operating Systems, Networking.
Trinity College London Rock & Pop, Grade 5
Delhi School of Music
Testimonials
“He took the initiative to not only implement the algorithm but also meticulously document every aspect of the process, ensuring a clear and comprehensive record of the design, testing, and security considerations involved. His attention to detail and dedication to refining the algorithm until it met the required standards was impressive.”
“His communication skills, creativity, and dedication will undoubtedly make him a valuable asset in any academic or professional setting..”