Core Skills
Support & Troubleshooting
Tier-2 and Tier-3 technical support · Payment gateway debugging · REST API and webhook failures · Plugin conflict diagnosis · Bug reproduction and escalation
Documentation
Knowledge base authoring · Technical writing · MDX and Markdown · Mintlify · MkDocs · GitHub · Docs as code workflows
Technical
PHP (reading and debugging) · JavaScript snippets · REST APIs · Webhooks · Git and GitHub · WPCode · HTML and CSS
AI Tools
Claude Code · GPT Codex · Codebuff · Warp · AI-assisted development workflows · Writing documentation for AI agents · llms.txt
Professional Experience
Technical Support & Documentation Specialist
CaseProof — MemberPress and WishList LMS · United States, Remote · Apr 2024 – Jan 2026 MemberPress is one of the most widely used membership plugins for WordPress, handling payments, content restriction, and subscription management for tens of thousands of sites.Reduced active support ticket volume from 1,200 to 500 — a 58% drop — within six months through targeted documentation and reusable code snippets.
- Provided Tier-2 and Tier-3 support for MemberPress, resolving payment gateway failures across Stripe, PayPal, and Authorize.Net, content restriction edge cases, and REST API integration issues
- Diagnosed and resolved conflicts between MemberPress and 50+ third-party plugins and themes including page builders, LMS tools, and WooCommerce
- Wrote 86 articles for the MemberPress AppKit documentation suite from scratch in one week, clearing the full documentation backlog for a newly launched product before the support queue could build
- Authored 46 articles for the WishList LMS documentation suite for a pre-launch product, enabling a smooth release with zero documentation debt
- Created reusable PHP and JavaScript snippets, documented them with full usage instructions, and published them to the WPCode Snippet Library
- Tested third-party plugins for compatibility with MemberPress and submitted detailed bug reports with clear reproduction steps to engineering
Customer Education Engineer
ThemePunch — Slider Revolution · Germany, Remote · May 2021 – Apr 2024 Slider Revolution is one of the most widely distributed WordPress plugins ever built, with over 9 million active installs across the world.- Wrote 39 articles including manuals, FAQs, blog posts, and how-to guides for the full Slider Revolution knowledge base
- Identified recurring ticket patterns and published targeted guides that deflected common issues before they reached the support queue
- Created in-plugin documentation including tooltips, onboarding messages, and welcome flows in collaboration with the engineering and product teams
- Wrote integration guides for 30+ third-party WordPress plugins
- Managed SEO for the documentation site using Yoast SEO
- Acted as documentation editor and quality gatekeeper for all published content
Technical Support Engineer
ThemePunch — Slider Revolution and Essential Grid · Germany, Remote · Feb 2015 – Apr 2021- Diagnosed and resolved complex WordPress plugin issues across diverse hosting environments, theme stacks, and plugin combinations over six years
- Supported customers via ticketing systems, live chat, and social media channels
- Conducted compatibility testing across WordPress updates, PHP version changes, and third-party plugin releases
- Submitted actionable bug reports to engineering and tracked issues through to resolution
- Mentored and trained junior support engineers
Web Developer
Television Media Network · Karachi, Pakistan, On-site · Sep 2013 – Oct 2014- Built and maintained company websites on WordPress
- Created landing pages using HTML, CSS, and WordPress
- Gathered and refined technical requirements with stakeholders
Web Developer
ElliottYoung · United Kingdom, Remote · Aug 2012 – Feb 2013- Converted Photoshop designs into HTML and CSS websites
- Developed WordPress themes with Custom Post Types, Custom Fields, and shortcodes
Independent Projects
VigiGuard and Enkypt — WordPress Security Plugins
Solo Project, AI-Augmented Development · Jan 2026 – Present- Architecting two commercial WordPress security plugins from scratch
- Wrote full Technical Requirements Documents covering database schema, REST API design, licensing tiers, and feature specifications across three paid tiers
- Managing development using an AI agent toolchain: Claude Code, GPT Codex, Codebuff, and Warp
- Handling the full product lifecycle including GitHub workflow, pricing model, LemonSqueezy licensing integration, and PHPUnit and Jest test suites
Education and Certifications
| Qualification | Institution | Year |
|---|---|---|
| B.S. Software Engineering | Mohammad Ali Jinnah University, Karachi | 2014 – 2018 |
| API Technical Writing: JSON and XML | Udemy | 2021 |
| Web Engineering Certificate | Sir Syed University of Engineering and Technology | 2012 |