Open to opportunities

Ahmad Baig

@ahmadbaig

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WordPress SaaS Technical Support & Customer Success—resolving issues, driving retention.

India

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What I'm looking for

I’m looking for a remote, fast-paced role where I can own complex customer technical issues, collaborate with engineering, and drive retention through consultative support—while continuing to improve product quality and operational processes.

I’m a Technical Support & Customer Success professional with 7.5+ years specializing in WordPress.com SaaS and WooCommerce ecosystems. I deliver exceptional customer outcomes through advanced technical troubleshooting, maintaining ~90% CSAT across 36,000+ interactions.

I leverage PHP, WP-CLI, HTML, CSS, APIs, SFTP, and SSH to diagnose and resolve complex issues across WordPress, hosting, domains/DNS, and security. I also support operational improvements by reporting 100+ bugs, triaging 40+ issues, and collaborating with engineering to drive product stability and faster resolutions.

Beyond support, I grow retention and adoption through consultative sales and proactive problem-solving in fast-paced, remote environments. I’ve achieved 202% of monthly sales goals in peak periods, and previously built reliable ETL and data-quality capabilities using Informatica tools in production support-focused environments.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Automattic

Nov 2018 - Jun 2026 (7 years 7 months)

Provided technical support and customer success for WordPress.com, WooCommerce, and Jetpack, resolving complex issues across domains, DNS, migrations, performance, and security. Maintained ~90% CSAT across 36,000+ interactions and reported 100+ bugs while triaging 40+ issues to improve product stability.

WordPress WooCommerce PHP APIs DNS Performance Optimization Webhooks Log Analysis

Data Analyst / ETL Associate

Capgemini

Oct 2015 - Oct 2018 (3 years)

Developed and enhanced ETL processes and data quality initiatives using Informatica Data Quality and PowerCenter for enterprise systems. Improved data integrity through master data management and supported testing across unit, integration, and production environments.