Towhidul Islam
Technical Support · Product · AI Automation
Available for Technical Support and Product roles.
I solve hard technical problems and build smarter products.
8 years as a PHP Developer and Technical Support Specialist. I debug deep technical issues, build commercial WordPress plugins, and ship maintainable code that scales for 200,000+ sites.
Eight years resolving escalated tickets and owning commercial products end-to-end — now moving toward product analytics, solutions engineering, and AI-augmented support.
200K+
Users supported
1,500+
Tickets resolved · Tier 2+
4
Products acquired
01
How I work
When
a customer hits a wall in a complex product
The kind of issue front-line support escalates JavaScript, PHP, database, or integration bugs.
And
the answer isn’t in the docs
No expert to hand it off to. I’m the expert.
Then
I diagnose it, fix it at the source, and write it up so the next person never has to ask
Reproduce the bug, ship the patch, turn it into documentation that cuts repeat load.
After seven years doing this and owning a portfolio of commercial plugins end-to-end, I’m focused on the next layer: product analytics, solutions engineering, and the AI/LLM workflows that make great support scale.
02
Experience
Ultimate Member Group Ltd
2018 — Present · Remote (UK)
Technical Support Specialist & WordPress Developer
- Resolve escalated Tier 2+ technical issues for a membership-plugin ecosystem used by 200,000+ sites — code, database, and third-party integration faults.
- 1,500+ tickets resolved since 2018, with recurring problems turned into documentation that reduces repeat volume.
- Build and maintain commercial extensions end-to-end: from code and release through to the support that follows.
- Work daily across PHP, JavaScript, and the WordPress hook architecture, reproducing bugs across browsers, platforms, and configurations.
03
Products I’ve owned
Building now
Active
Active
My commercial plugin studio — CartCue, UM Export Pro, UM AutoPilot, GA4 analytics and more. I own product, roadmap, go-to-market, and support.
Acquired · successful exits
04
What I bring
Support & communication
Tier 2+ technical support
Debugging & bug reproduction
Technical writing
Documentation
Customer comms
Product & analytics
Product ownership
GA4 / product analytics
Roadmapping
Freemium & pricing
SEO
AI & automation
LLM workflows
Prompt engineering
RAG & retrieval
Workflow automation
Engineering
PHP
JavaScript
WordPress
REST APIs
MySQL / SQL
Git
Currently leveling up
SQL
Power BI · PL-300
Azure · AZ-900
Applied AI engineering