Faisal Ahammad is a Customer Support Engineer and open source contributor based in Dhaka, Bangladesh. With over ten years in the WordPress ecosystem, he has held support engineering roles at SiteCare, OnTheGoSystems, Elegant Themes, and Saturday Drive. He has contributed code to WordPress Core across multiple versions, merged pull requests into widely-used plugins, organised and spoken at WordCamps, and built and published his own plugins on WordPress.org. He was awarded the Yoast Care Fund in 2025 for his contributions to the WordPress community. He created mypr.pro.bd to give open source contributors a better way to document and share their work.

Faisal is transforming from a front-line support engineer into a Tier 3 support specialist, one who helps customers resolve issues faster by applying AI to the support workflow. Rather than turning customers away with "that's out of scope," he takes a closer look at the problem and finds a solution: producing workarounds, writing custom code snippets, submitting patches, extending core plugin functionality, and developing add-on plugins where none exist. The goal is to make customers feel confident using the plugin without needing to switch to something else.

Work History

Saturday Drive Inc. — Ninja Forms

Customer Success Agent
Cleveland, Tennessee (Remote)
June 2024 – October 2025

Saturday Drive is the company behind Ninja Forms, one of the most popular form builder plugins on WordPress.org with over 800,000 active installs.

  • Handled more than 550 customer support tickets per month, resolving first-contact issues related to plugin usage and integrations
  • Filed and organised more than 150 bug reports and feature requests, collaborating with the engineering team to prioritise high-impact items
  • Created over 35 custom code snippets providing workarounds for plugin limitations, enabling users to resolve technical issues independently
  • Produced 22+ blog posts and YouTube tutorial videos explaining plugin workflows, increasing user access to self-service resources

Elegant Themes — Divi

Technical Support Engineer
San Francisco, California (Remote)
April 2023 – May 2024

Elegant Themes is the company behind the Divi builder, one of the most widely used page builders in the WordPress ecosystem.

  • Managed approximately 30 customer support cases daily via live chat, addressing design, compatibility, and bug issues
  • Developed advanced configuration workflows for the Divi Contact Form module, enabling conditional logic and multi-step form flows
  • Authored technical documentation and custom code examples empowering customers to implement advanced form features independently
  • Monitored recurring support patterns and flagged frequent issues, providing actionable insights for the product and engineering teams

OnTheGoSystems — WPML

WordPress Technical Support
Wanchai, Hong Kong (Remote)
December 2022 – March 2023

OnTheGoSystems builds WPML, the leading multilingual plugin for WordPress used by over 1 million sites.

  • Handled forum tickets and live chats, responding to 8–10 customer interactions daily regarding WPML and its add-ons
  • Diagnosed and resolved issues with WPML core features including the Advanced Translation Editor and translation engine, plus compatibility with third-party themes and plugins
  • Escalated complex technical issues to second-tier support, ensuring timely handoff of critical customer cases
  • Collaborated with developers to clarify bug reports and define compatibility requirements, contributing to improved product stability

SiteCare LLC

Client Success Representative
Atlanta, Georgia (Remote)
July 2022 – November 2022

SiteCare provides managed WordPress services to businesses and agencies. Faisal managed 192 client websites.

  • Managed 192 WordPress websites, handling security, backups, updates, and uptime monitoring
  • Created staging sites and automated deployments between staging and production environments using Buddy.works
  • Set up security hardening using Patchstack and automated backups using BlogVault across all client sites
  • Investigated and remediated hacked websites, resolved security vulnerabilities, and updated outdated themes and plugins
  • Managed WordPress sites via WP-CLI across multiple hosting environments