Amimul Ihsan - CV | Kinsta Support Engineer Application

Professional Summary

Senior WordPress Support Engineer with 5+ years of experience providing technical support to WordPress users worldwide. Proven track record of taking ownership of complex customer issues and seeing them through to resolution. Currently leading support for FluentCart at WPManageNinja, supporting products used by hundreds of thousands of WordPress websites. Fluent in English with strong written communication skills (IELTS 7.0). Passionate about continuous learning and delivering exceptional customer experiences in remote environments.

Technical Skills

WordPress Expertise

WordPress database structure (wp_posts, wp_postmeta, wp_options)
File/directory structure & wp-config.php directives
Plugin conflict debugging
REST API troubleshooting
Payment gateway integrations
WP-CLI commands & usage

Hosting & Infrastructure

Linux server environment
NGINX & Apache
MySQL/MariaDB database management
DNS troubleshooting
CDN configuration
Caching (object & page caching)

Development Tools

PHP development & debugging
JavaScript & Vue.js
Git version control
Command line interface (SSH)
Docker & containerization
VPS management

Customer Service

Technical issue resolution
Customer communication
Team leadership & mentoring
Documentation creation
Remote collaboration
Problem ownership

Work Experience

Senior Product Support Lead | WPManageNinja

April 2021 – Present (4 years)

Lead technical support operations for FluentForms, FluentCRM, FluentSMTP, and FluentCart—products used by hundreds of thousands of WordPress websites globally
Managed and mentored a team of 7 support engineers, establishing support processes, best practices, and knowledge base documentation
Took ownership of complex customer issues, troubleshooting plugin conflicts, REST API failures, database problems, and payment gateway integrations
Analyzed PHP errors and server logs to diagnose issues and provide accurate solutions to customers
Collaborated with product and engineering teams to escalate unresolved issues, improve features, and enhance support workflows
Played a key role in launching FluentCart by establishing support processes, creating documentation, and training team members
Maintained high customer satisfaction ratings through prompt, accurate, and empathetic communication

                    Relevant to Kinsta: Daily experience debugging WordPress issues, analyzing error logs, and resolving hosting-related performance problems for customers with diverse server configurations.
                

VPS Administrator (Self-Managed Project)

2022 – Present

Manage personal VPS on Oracle Cloud including Linux server setup, security hardening, and application deployment
Configure NGINX web server, SSL certificates, and firewall rules
Monitor server logs (access logs, error logs) and troubleshoot performance issues
Optimize PHP and MySQL performance for WordPress sites

                    Relevant to Kinsta: Hands-on experience with Linux servers, NGINX configuration, and troubleshooting—exactly the skills needed for supporting Kinsta's hosting infrastructure.
                

WordPress Ecosystem Involvement

Active contributor to the WordPress community:

WordPress.org Support Forum Contributor: Help users resolve plugin and theme issues
Plugin Developer: Built and maintained custom WordPress plugins
Translation Contributor: Contributed to WordPress plugin translations
Block Pattern Author: Created block patterns for the WordPress pattern directory
Profile: profiles.wordpress.org/amimulihsanmahdi

Education

B.Sc in Computer Science & Engineering 2015 – 2018

Leading University, Sylhet | CGPA: 3.84 / 4.00

IELTS General Training – Band Score: 7.0 (2024)

Demonstrated professional English proficiency with strong reading, writing, and speaking skills—essential for providing world-class support to international customers.

Languages

English: Professional working proficiency (IELTS 7.0) – Daily use in professional support environment
Bengali: Native

Technical Writing & Portfolio

Published tutorials and technical articles about WordPress development, plugin customization, and troubleshooting. Visit aimahdi.com for samples.