As the Product Support Lead at WPManageNinja, I oversee the complete support lifecycle for Fluent Forms, Paymattic, FluentCommunity, etc. My expertise lies in aligning user feedback with engineering priorities—transforming operations from reactive troubleshooting to proactive system enhancements.
I lead my team with a singular goal: ensuring that every technical resolution fosters long-term user trust.
We don't just close tickets; we aim to exceed expectations. Every interaction is an opportunity to turn a frustrated user into a brand advocate.
Debugging isn't guessing. It's about proactive system enhancements and identifying the root cause with pinpoint accuracy.
Support feeds Product. We work closely with development teams to ensure user feedback directly shapes the future of our plugins.
Managing support queues, defining SLAs, and training agents to provide empathetic, high-quality responses.
Deep dives into `wp_options`, Query Monitor, WP-CLI, and resolving complex plugin conflicts.
Analyzing PHP Error Logs, Xdebug, Stripe Webhooks, and REST API failures.
Creating self-serve documentation that reduces ticket volume and empowers users to solve issues independently.
Isolating reproduction steps to ensure developers receive actionable, high-quality bug reports without the noise.
Implementing macros, snippets, and automated workflows to reduce response times and maintain consistency.
Resolved a critical DB deadlock issue during Black Friday traffic by implementing background queues for email notifications.
Diagnosed silent API failures on managed hosting by tracing pre-flight OPTIONS requests and whitelisting headers.
Fixed a widespread "Submission Failed" error caused by persistent object caching serving expired nonces. Implemented dynamic token regeneration to ensure security without disabling cache.
Debugged intermittent subscription cancellations by tracing 400 Bad Request responses to a server firewall rule.
Fixed a race condition where contact tags were being overwritten during bulk imports by implementing atomic updates.
Diagnosed a critical failure where a major hosting provider's CDN rule was blocking FluentCommunity API endpoints. Resolved by identifying the specific rule and reconfiguring the WAF/CDN settings.
Debugging code requires logic; exploring the world requires curiosity. I believe stepping away from the screen to navigate new terrains is essential for maintaining the clarity and perspective needed to solve complex problems.
