Hi, I'm Amimul Ihsan

I'm a

With 5 years of hands-on experience in WordPress plugin support, I help users overcome complex technical challenges while supporting WordPress plugins at scale. My role sits at the intersection of users, products, and technology, ensuring both user satisfaction and strong product reliability.

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Amimul Ihsan
6 Team Awards
1 Individual Awards
Team Lead

About Me

Technical Support Engineer

Amimul Ihsan

Sylhet, Bangladesh

I didn't start my career in technical support—I was actually a mobile application developer until 2020. Then severe migraines forced me to step away from screen-intensive development work, and I suddenly found myself needing to reinvent my path.

Looking back, I realized problem-solving had always been my strength. Before I even started coding, I had solved over 100 problems on Codeforces and was a regular member of my university's competitive programming team. That analytical mindset never left me.

I discovered that technical support was the perfect outlet—a way to be a real-life problem solver. Instead of debugging code, I was debugging user experiences. Instead of algorithmic challenges, I was tackling real business problems. Over the past 5 years, I've helped thousands of businesses overcome technical hurdles, and I've found more fulfillment in this role than I ever expected.

I treat every support case like a debugging challenge: reproduce the issue, isolate the variables, find the root cause, and deliver a lasting fix. My background in development helps me communicate effectively with engineering teams, while my competitive programming roots give me the patience to work through complex problems systematically.

Beyond Work

Cricket Enthusiast

Playing & analyzing international matches and players

Bike Rider

Explored roads across India, Nepal, Philippines & Thailand

5
Years Experience
12+
Products Supported
15+
People Trained
7+
Awards Received

Competitive Programming

Codeforces

100+ problems solved

URI Online Judge

100+ problems solved

VJudge

100+ problems solved

UVA

30+ problems solved

Support Impact

WPManageNinja

10,000+ tickets resolved

FluentCart

3,000+ tickets resolved

WordPress.org

Active contributor

Education & Certifications

Education

2015-2018

B.Sc in Computer Science & Engineering

Leading University, Sylhet

CGPA: 3.84/4.00
2014

Alim (Higher Secondary)

Sylhet Cadet Madrasah

GPA: 5.00/5.00
2012

Dakhil (Secondary)

Sylhet Cadet Madrasah

GPA: 5.00/5.00
2007

Hifz (Al Quran)/h4>

Jameya Hussainia As-Adul Ulum

Complete memorization

Certifications

Latest

IELTS General Training

British Council • 2024

Band 7.0 L:7 R:6.5 W:7 S:6.5

IELTS Academic

IDP Education • 2019

Band 6.5 L:7.0 R:5.5 W:6.5 S:6.0

Top-Up IT Training (Android Development)

Bangladesh Computer Council (BCC) • ICT Division • 2017

Certificate of Achievement LICT Project • Ernst & Young LLP

Inter University Programming Contest (SUB IUPC)

State University of Bangladesh • 2016

Participant Team-based competitive programming

Work Experience

4.5+ years of experience in technical support, team leadership, and software development

WPManageNinja

WPManageNinja | AuthLab

Sylhet, Bangladesh

Current

Senior Product Support Lead

Apr 2024 - Present
  • FluentCart Support Lead(Active from FluentCart launch in 2025)
  • Built and managed a high-performing support team of 7 members (FluentForms)
  • Led strategic direction for Fluent Forms Support Team
  • Trained and mentored staff, grooming new team leads
  • Standardized workflows and fostered knowledge-sharing culture
Outstanding Product Launch 2025 (FluentCart) Outstanding Product Team 2025 (FluentCart) Outstanding Support Team 2024 (Fluent Forms)

Technical Support Engineer

Jul 2021 - Mar 2024
  • Supported 12+ WordPress products (Fluent Forms, FluentCRM, FluentSMTP, FluentAuth, etc.)
  • Led support teams for Fluent Forms and Fluent CRM
  • Trained and mentored new support team members
Support Superstar 2023 Best Product Team 2023 (Fluent CRM) Best Support Team 2022 (Fluent Forms) Best Product Team 2022 (Fluent CRM)
Collectors Abode

Collectors Abode & Centava

Remote + Onsite

Sep 2019 - Apr 2020

IT & Research Specialist

8 months
  • Website designer for collectorsabode.com and centava.ca
  • Content writing and affiliate product optimization
  • JavaScript development for Centava platform
Infinity Flame Soft

Infinity Flame Soft

Onsite

Apr 2018 - Aug 2019

Mobile App Developer

1 year 5 months
  • Developed cross-platform apps using Flutter and native Android
  • Trained 50+ students as Mobile Application Developers
Skill Development

Skill Development Project

Government Project • Contractual

Sep - Dec 2018

Trainer - Android Development

3 months
  • Government project for Android Application Development training
  • Trained 200+ students in Java, XML, and Firebase

Case Studies

Real problems I've solved and the impact they made. Each case study demonstrates my approach to troubleshooting, customer communication, and technical resolution.

MySQL-Level Recovery of Deleted Form Submissions

MySQL Data Recovery Emergency

Problem

Customer accidentally deleted a large volume of Fluent Forms submissions containing critical business data. No usable WordPress-level backup was available.

Approach

Assessed the database structure directly, evaluated whether deleted records were still recoverable at the MySQL level, and coordinated with the hosting provider to understand server constraints and access limitations.

Solution

Recovered a substantial portion of the deleted submissions using database-level queries and restored normal form operations. Recommended implementing automated backups and safer data management practices.

Impact

Prevented permanent data loss and improved the customer's long-term data protection strategy.

FluentCart Free Product Checkout Logic Failure

FluentCart Bug Investigation E-commerce

Problem

Free products were failing to complete checkout, blocking lead capture and downstream automation workflows dependent on order creation.

Approach

Reproduced the issue in a controlled environment and traced the checkout validation flow to identify edge-case handling problems specific to zero-value transactions.

Solution

Provided a temporary workaround, escalated the issue with clear reproduction steps, and verified the fix once it was released.

Impact

Restored checkout functionality and ensured uninterrupted lead collection.

EU VAT Exemption & VIES Validation for Cross-Border B2B

EU VAT Compliance B2B

Problem

A merchant selling physical products within the EU was unsure how to correctly apply VAT exemption when billing and delivery countries differed for B2B customers.

Approach

Reviewed EU VAT rules, explained how VIES VAT number validation works, and clarified why VAT exemption depends on the delivery country rather than billing information alone.

Solution

Guided the merchant to configure VAT validation and tax rules correctly to ensure compliant tax handling.

Impact

Reduced compliance risk and enabled accurate VAT application for cross-border sales.

Payment Gateway Webhook Delivery Failures

Webhooks Payment Debugging

Problem

Payment gateway webhooks were intermittently failing to reach the customer's server, causing missed order updates and payment status inconsistencies.

Approach

Reviewed webhook logs, analyzed retry behavior, and helped identify server availability and firewall-related issues affecting webhook delivery.

Solution

Assisted the customer in resolving server accessibility issues and re-tested webhook endpoints to ensure reliable delivery.

Impact

Stabilized payment event processing and eliminated missed transaction updates.

End-to-End Payment Lifecycle Testing

Testing Payments Subscriptions

Problem

Developer needed to validate the full payment lifecycle before production release, including one-time payments, subscriptions, renewals, refunds, and webhook handling.

Approach

Designed a structured testing plan covering payment flows, webhook configuration, renewal cycles, and refund scenarios using sandbox environments.

Solution

Provided a step-by-step testing strategy to verify each payment state and ensure system consistency.

Impact

Reduced production risk and improved overall payment system reliability.

Weglot Translation Breaking Fluent Forms File Upload

Fluent Forms Weglot Integration

Problem

When users submitted Fluent Forms in a secondary language, file uploads failed on the frontend. The issue only occurred when Weglot was enabled and language switching was used, while the primary language worked correctly.

Approach

Investigated the full Fluent Forms file upload flow, including frontend behavior, AJAX requests, and backend handling. Traced the issue to the AJAX request layer and compared request behavior between primary and secondary languages. Identified that Weglot was translating the AJAX endpoint URL, causing requests to hit an invalid endpoint.

Solution

Confirmed that Fluent Forms file uploads require a non-translated AJAX endpoint. Documented the exact root cause and shared detailed technical findings with the developer team. The developer provided a beta fix to prevent Weglot from altering the required AJAX endpoint.

Impact

Restored file upload functionality for multilingual forms, prevented data loss for non-primary language users, and improved compatibility between Fluent Forms and Weglot. The fix reduced future support incidents related to multilingual file uploads.

Skills & Expertise

Technologies and tools I use to deliver solutions

WordPress Expert

Core Contributor
Plugin Development Theme Customization REST API Custom Post Types Hooks & Filters WooCommerce

Frontend

HTML5 CSS3 JavaScript Vue.js Tailwind CSS Bootstrap

Backend

PHP Laravel MySQL Database Recovery Query Optimization REST APIs JSON APIs

E-commerce & Payments

FluentCart Fluent Forms FluentCRM WooCommerce Stripe PayPal Webhooks EU VAT/VIES

Competitive Programming

Algorithms Data Structures Problem Solving Codeforces URI Online Judge UVA VJudge

Mobile

Flutter Dart Android (Java) Firebase SQLite

DevOps & Cloud

Git GitHub Linux Nginx Docker CI/CD Oracle Cloud

Tools

VS Code Android Studio Postman Figma Composer NPM

Support Skills

Technical Support Team Leadership Customer Success Training & Mentoring Documentation Agile

Awards & Recognition

Recognition for leadership, team building, and individual excellence across multiple products.

Individual Award
2023

Support Superstar of the Year

Recognized for consistent impact, ownership, and excellence in technical support

Team Awards

2025

Outstanding Product Launch – FluentCart

Core team member & core tester during launch

2025

Outstanding Product Team – FluentCart

Core team member, QA & Support

2024

Outstanding Support Team – Fluent Forms

Team Lead — rebuilt dedicated support team

2023

Best Product Team – Fluent CRM

Team Lead, Fluent CRM

2022

Best Support Team – Fluent Forms

Joint Lead, Fluent Forms Support Team

2022

Best Product Team – Fluent CRM

Joint Lead, Fluent CRM Support Team

Manager's note: Would have been recognized as best individual

Client Feedback

Real feedback from WordPress.org users about Fluent Forms, FluentCRM, and the support they received.

Featured Review
"Having someone going the extra-mile for you to ensure things work out on your end, even when it's got nothing to do with them, that's superb customer service! In this particular case I was very impressed with Amimul Ihsan Mahdi, who helped me getting my webhook working, by giving me an awesome recommendation to ensure the third-party application I was trying to connect to, actually worked! Instead of passing the ball around blaming the other side, Amimul really looked into it, even though he didn't have to… and for that I'm forever grateful!"
N

nanis13

FluentCRM User • May 2022

★★★★★
View on WordPress.org
Turned Around

"Since my review I did receive an excellent response from FluentForms. Amimul went into my site, added custom CSS and provided me with an EXCELLENT loom video showing me exactly how he did it."

intersportgroup ★★★★★
Read full story →

"Amimul went above and beyond providing some custom code and even a 5-minute video explaining the code, how it works and how to modify it for my use case. Absolutely fantastic support!"

garydoven ★★★★★
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"The support team at Fluent Forms is truly outstanding. We were in contact for several weeks and the Fluent Forms support team fixed an incompatibility for us with the Weglot translation plugin."

rematic ★★★★★
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"I experienced an issue with the MailChimp integration feature and Amimul went above and beyond to help me resolve it, even recording multiple screen recordings to help me track down where I went wrong."

kritzingerconsulting ★★★★★
Read more →

Get In Touch

Send Me a Message

Connect With Me

Location

Sylhet, Bangladesh

Available For

Technical Support Leadership, Consulting, Remote Opportunities

Social Media

Professional Profiles