FA
Faisal Ahammad

Faisal Ahammad

Customer Support Engineer & Open Source Contributor

Dhaka, Bangladesh

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)

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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)

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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)

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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)

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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

Open Source Contributions

Contributions to WordPress Core and widely-used plugins, all merged and live in production.

WordPress Core

WordPress Core — Contributed to versions 6.3 (Lionel), 6.5 (Misha), 6.7 (Rose), 6.8 (Pablo), and 6.9 (Francisco). Contributions include bug fixes, enhancements, and improvements across the core codebase. WordPress Core powers over 40% of the web.

core.trac.wordpress.org

Published Plugins

Form Finder for Ninja Forms

Published on WordPress.org

A utility plugin for Ninja Forms that helps site owners find and manage all forms across a WordPress installation.

View on WordPress.org

Read Only Fields for Gravity Forms

Published on WordPress.org

Adds read-only field support to Gravity Forms, allowing administrators to display data without allowing user edits.

View on WordPress.org

Community & Speaking

WordCamp Johor Bahru 2025 — Speaker

Talk: "The Heart of Customer Support"

Faisal spoke at WordCamp Johor Bahru 2025 on the human side of customer support in the WordPress ecosystem, drawing from over a decade of front-line support experience across multiple WordPress product companies.

WordCamp Dhaka 2025 — Organiser

Role: Accessibility (AX) and Community Development (CD) Team Lead

Faisal led two organisational teams for WordCamp Dhaka 2025, one of the primary WordPress community events in Bangladesh.

Additional WordCamp Involvement

Faisal has attended 11 WordCamps in total. Other roles include: Volunteer at WordCamp Asia 2025, Volunteer at WordCamp Bangkok 2025, Table Lead at WordCamp Malaysia 2024 (Polyglots), Timekeeper volunteer at WordCamp Malaysia 2024, and Hosting table lead at WordCamp Malaysia 2023.

WordPress Polyglot — General Translation Editor, Bengali (#bn_BD)

As a General Translation Editor for the Bengali locale on translate.wordpress.org, Faisal reviews and approves Bengali translations for WordPress Core, plugins, and themes, helping make WordPress accessible to millions of Bengali-speaking users worldwide.

WordPress Photo Directory — Top 10 Contributor

One of the top 10 contributors to the WordPress Photo Directory

Faisal has contributed 554 photographs to the WordPress Photo Directory (Openverse), making him one of the top 10 contributors globally. These photos are freely licensed and used by WordPress sites around the world.

Current Projects

MyPR

The app you are currently on. A GitHub PR timeline platform for open source contributors. Built with Next.js, Supabase, and Tailwind CSS. MyPR gives contributors a public, shareable timeline of their merged pull requests, a social feed of people they follow, and one-click PNG exports for sharing on LinkedIn and Twitter.

Subscribe Plus for MC4WP(in development)

A freemium WordPress plugin extending MC4WP — Mailchimp for WordPress — with integrations for membership and event plugins including WishList Member, The Events Calendar, Events Calendar Pro, Event Tickets Plus, and Eventin Pro.