> ## Documentation Index
> Fetch the complete documentation index at: https://kashifahmed.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Experience

> 13 years of web development, technical support, documentation, and customer education across WordPress and SaaS products.

I started as a web developer and moved into technical support because I was better at explaining complex systems than building them. That combination — developer thinking applied to support and documentation work — is what has defined my career.

## Core Skills

<CardGroup cols={2}>
  <Card title="Support & Troubleshooting" icon="wrench">
    Tier-2 and Tier-3 technical support · Payment gateway debugging · REST API and webhook failures · Plugin conflict diagnosis · Bug reproduction and escalation
  </Card>

  <Card title="Documentation" icon="pen-nib">
    Knowledge base authoring · Technical writing · MDX and Markdown · Mintlify · MkDocs · GitHub · Docs as code workflows
  </Card>

  <Card title="Technical" icon="code">
    PHP (reading and debugging) · JavaScript snippets · REST APIs · Webhooks · Git and GitHub · WPCode · HTML and CSS
  </Card>

  <Card title="AI Tools" icon="microchip">
    Claude Code · GPT Codex · Codebuff · Warp · AI-assisted development workflows · Writing documentation for AI agents · llms.txt
  </Card>
</CardGroup>

***

## 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.

<Note>
  Reduced active support ticket volume from 1,200 to 500 — a 58% drop — within six months through targeted documentation and reusable code snippets.
</Note>

* 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, Tutorials, 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        |