12+
Years Web Development
Technical Support Engineer • WordPress & Shopify Specialist
I solve
real problems
for real people.
I'm Kausar Alam, a Technical Support Engineer and WordPress developer with 5+ years of professional support experience and 12+ years working with WordPress, Shopify and modern web technologies.
KAES
9,200+ customers supported
with 93%+ 5-star feedback
Developer.
Support Engineer.
Problem Solver.
Support Engineer.
Problem Solver.
Dhaka, Bangladesh
Open to remote opportunities.
WordPress
WooCommerce
Shopify
PHP
JavaScript
# Turn technical issues
# into simple solutions
> Support()
> Debug()
> Improve()
> Repeat();
Better
Web Experiences
Together.
Web Experiences
Together.
5+
Years Technical Support
9,200+
Customers Assisted
(at Elegant Themes)
(at Elegant Themes)
93%+
5-Star Feedback
100%
Committed to Quality
Trusted by
Great products.
Great products.
Amazing people.
I've had the privilege of working with product companies, agencies and clients around the world.
AUTOMATTIC
Elegant Themes
Sweetgrass Marketing
DBL07
and many more
clients & businesses
What I do
Support. Develop. Improve.
I work at the intersection of customer support and web development, helping people solve technical problems and build better online experiences.
Technical Support Engineering
Troubleshoot complex issues, reproduce bugs, analyze logs, handle escalations, and work closely with engineering teams.
What I do
Technical Support Engineering
I help customers and product teams move from a vague problem report to a clear, reproducible issue and practical resolution. My support process includes gathering context, reproducing bugs, reviewing logs and browser/network output, isolating root causes, documenting findings, and escalating to engineering with useful technical detail.
I also focus heavily on communication: translating technical findings into clear next steps for non-technical users, keeping ownership of the issue, and looking for patterns that can improve documentation, workflows, or the product itself.
WordPress & WooCommerce
Theme and plugin support, custom development, troubleshooting, performance optimization, and more.
What I do
WordPress & WooCommerce
I work across WordPress core, themes, plugins, WooCommerce, ACF, Elementor, Divi, hosting environments, and custom PHP/JavaScript. This includes troubleshooting compatibility issues, extending existing functionality, creating custom theme features, resolving performance problems, and debugging complex frontend or backend behavior.
For WooCommerce, I regularly work with checkout, payment gateways, catalog visibility, shipping, orders, custom functionality, store performance, and integrations. My goal is not just to fix the immediate issue, but to understand why it happened and reduce the chance of it returning.
Shopify Development
Store setup, Liquid customization, app integration, troubleshooting, and conversion-focused improvements.
What I do
Shopify Development
I support and build Shopify stores from setup through ongoing optimization. My work includes Liquid theme customization, product and collection organization, app integrations, UI troubleshooting, cart and checkout-related investigations, performance improvements, and conversion-focused layout changes.
When third-party apps or integrations are involved, I trace the issue across the theme, app behavior, storefront scripts, and external services so the actual source of the problem is identified instead of applying a temporary visual fix.
Web Development
PHP, JavaScript, HTML/CSS, REST APIs, integrations, and custom functionality for modern web solutions.
What I do
Web Development
I build and troubleshoot modern web experiences using PHP, JavaScript, jQuery, HTML, CSS, REST APIs, JSON, SQL basics, and Git-based workflows. I am comfortable taking a feature from a design or business requirement through implementation, debugging, testing, and deployment.
My development work is closely connected to support: I care about maintainable code, useful error handling, responsive behavior, performance, accessibility, and making future troubleshooting easier for both developers and support teams.
Featured work
View All Projects →
Selected Projects
A few examples of websites, customizations, and solutions I've worked on.
Custom WordPress Website
A custom business website with advanced ACF and performance optimization.
Shopify eCommerce Store
Complete store setup, theme customization, and app integrations for a growing brand.
WooCommerce Development
Custom WooCommerce solution with advanced functionality and improved checkout experience.
My journey
Professional Experience
A timeline of my professional journey in support and development.
Tier 3 support via Zendesk, troubleshooting hosting, domains, DNS, SSL, email, and WooCommerce.
My journey
Automattic Inc.
Happiness Contractor
Jun 2025 – Nov 2025
Provided Tier 3 technical support through live chat and tickets using Zendesk. Troubleshot complex hosting, domain, DNS, SSL, and professional email configuration issues, including MX, SPF, and DKIM records for Titan and Google Workspace.
Supported WordPress.com customers with site setup, billing, block editor issues, theme/plugin conflicts, and general troubleshooting. Managed a high volume of WooCommerce cases involving checkout failures, payment gateway configuration, catalog visibility, shipping, orders, and store performance.
Worked with internal support tools, tagging systems, documentation, and Slack-based collaboration to reproduce bugs, handle escalations, and contribute useful findings. I was recognized internally for the quality and accuracy of my WooCommerce support.
Ongoing support and development for WordPress, WooCommerce, and Shopify, including integrations and performance work.
My journey
SweetgrassMarketing LLC
Web Developer & Technical Support
Dec 2024 – Present
Provide ongoing technical support and development for WordPress, WooCommerce, and Shopify websites serving global clients. Build and maintain Shopify stores, including advanced Liquid theme customizations, and manage third-party app integrations with a focus on compatibility, stability, and performance.
Diagnose critical production issues such as downtime, checkout errors, and failed restores. Develop and customize WordPress themes, plugins, and site features based on business needs, and build responsive mobile-first interfaces from design requirements.
I also work directly with stakeholders to define specifications, launch new pages, improve site speed and usability, and provide long-term maintenance and technical recommendations.
Supported 9,200+ customers with 93%+ 5-star feedback and expert WordPress/Divi support.
My journey
Elegant Themes Inc.
Technical Support Engineer
Sep 2022 – Nov 2024
Provided expert technical support for Elegant Themes WordPress themes and plugins through Intercom live chat. Assisted customers with installation, customization, troubleshooting, WordPress best practices, performance, and SEO-related questions.
Performed in-depth theme and plugin troubleshooting, collaborated with the development team to report software bugs, and suggested product improvements based on customer feedback. Maintained detailed support records and focused on clear communication and customer satisfaction.
During the role, I assisted more than 9,200 customers and maintained a 93%+ 5-star feedback rate.
Handled technical support for WordPress products, managed tickets and live chat, and resolved complex customer issues.
My journey
DBL07
WordPress Technical Support Engineer
Jun 2021 – Jul 2022
Provided remote WordPress technical support for customers across different time zones. Walked users through troubleshooting steps, analyzed issues to determine the right remediation path, and translated technical information into clear language for non-technical users.
Handled a high daily volume of support work, including an average of 30+ technical issues solved and delivered to end clients per day. Resolved issues across multiple systems and applications while maintaining precise technical writing and clear process documentation.
The role strengthened my foundation in issue ownership, troubleshooting methodology, customer communication, and delivering technical work against deadlines.
Skills & tools
Tools I Work With
A combination of development tools, platforms, and support systems that help me solve problems and build better experiences.
WordPress
WooCommerce
Shopify
PHP
JavaScript
HTML5
CSS3
Elementor
Divi
ACF
Zendesk
Intercom
cPanel
Cloudflare
Git
Beyond work
WordPress Community
I actively contribute to the WordPress community through support forums, translations, documentation, and WordCamp events. It's my way of giving back and helping the ecosystem grow.
My Contributions →
-
Core Contributor (6.3, 6.8, 6.9) -
Translation & Support
-
WordCamp Participant
-
WordCamp Dhaka Organizer
Let's connect
Have a project or opportunity in mind?
I'm open to Technical Support, Product Support, Developer Support, and selected WordPress or Shopify opportunities.
Get in Touch →
