Zeba Afia Shama (@zebaafiashama) – WordPress user profile

Bio

Technical Support Engineer with 3+ years resolving website, WordPress, and Shopify issues for international SaaS customers, currently between roles and open to new Technical Support / Customer Support Engineer opportunities, remote or Dhaka-based.

At WPDeveloper, I supported customers across 12+ WordPress plugin products, 3+ SaaS and 7+ Shopify app, resolving an average of 50-60 tickets per week within-24-hour first response rate. I triage and reproduce bugs locally before logging them for the development team, run pre-release QA passes, and write the documentation and screencasts that keep support ticket volume down for common issues. My support work is tied to 120+ WordPress.org reviews and 180+ Shopify customer reviews. I’m also a WordPress Core Contributor (6.2, 6.3, 6.5), Plugin Developer Contributor, and Support Contributor, and co-organize the WP Women Meetup Dhaka.

Before support, I worked as a WordPress developer, building and maintaining sites, fixing WooCommerce compatibility and front-end issues for international eCommerce clients on Upwork, and holding a Master’s in Computer Science (Jahangirnagar University) alongside a BSc in Computer Science & Engineering (IUBAT).

Core strengths: WordPress & WooCommerce troubleshooting · Shopify support · bug triage & QA testing · customer-facing technical communication · documentation & knowledge-base creation · ticketing systems (Zendesk / Help Scout / Freshdesk /HubSpot).

Portfolio: zebaafiashama.xyz · GitHub: github.com/ZebaAfiaShama

Open to Technical Support Engineer, Customer Support Engineer, or WordPress Support roles: Dhaka-based or fully remote.

WordPress Origin Story

I started my journey with WordPress out of curiosity, exploring its flexibility and potential for website creation. Over time, this curiosity turned into a passion, leading me to dive deeper into WordPress development, customization, and technical support. As I gained experience, I found joy in helping others troubleshoot issues and optimize their WordPress sites.

In 2024, I had the incredible opportunity to attend WordPress Meetup Sylhet, where I connected with fellow enthusiasts, shared insights, and expanded my knowledge. This event reinforced my commitment to the WordPress community and further fueled my drive to contribute, whether through support, documentation, or helping users make the most of their WordPress experience.

Now, as a WordPress Technical Support Engineer, I continue to engage with the community, solve challenges, and ensure seamless experiences for WordPress users worldwide.

Badges

CODE

2 badges

Core Contributor '23 Plugin Developer

CONTENT

1 badge

Photo Contributor '23

COMMUNITY

1 badge

WordCamp Volunteer '25

PRACTICE

2 badges

Support Contributor '26 Test Contributor '23

POLYGLOTS

1 badge

Translation Contributor '23

Current Job

Technical Support Engineer

Dec 2022 – Present

WPDeveloper · Full-time

• Supported 3,000+ customer interactions annually across SaaS, Shopify, and WordPress products, including plugins Essential Addons, BetterLinks, Templately, BetterDocs, EmbedPress, SchedulePress, and NotificationX, and Shopify apps StoreSEO, StoreFAQ, TrustSync, and EasyFlow via email, live chat, forums, and Google Meet.

• Verified customer-reported information and gathered missing account/environment details, ensuring records were complete before troubleshooting or escalation, support work tied to 120+ WordPress.org and 180+ Shopify customer reviews.

• Coordinated with Support, QA, Product, and Engineering teams to resolve customer requests and maintain smooth cross-functional handoffs.

• Converted recurring support questions into documentation feedback and clearer onboarding instructions, reducing repeat tickets on common issues.

• Managed a high-volume ticket queue in Help Scout, maintaining accurate case notes, customer information, and resolution details throughout.

Recent impact

Score weights high-impact work (commits, releases, approved translations, props) at 3x routine activity.

Last 30 days

3contributions

high0

medium3

score3

Last 90 days

10contributions

high1

medium9

score12

Last 12 months

115contributions

high3

medium112

score121

Team focus

Share of contributions across teams during the last 365 days

WordPress releases

Contributed to 3 releases

Time commitment

3 hours per week

WPDeveloper 2 hrs/wk
On my own time 1 hr/wk

Contributions

Type

September 2026

Sep 22 Tue · 07:02

Forums med

Posted a reply to PHP Code is not legit (new user), on the site WordPress.org Forums:
Hi @krahentash1 The "Permission denied" error happens because the malicious file or directory has strict…

Sep 22 Tue · 05:48

Forums med

Posted a reply to PHP Code is not legit (new user), on the site WordPress.org Forums:
Hi @krahentash1 (Disclaimer: I am not a Wordfence staff member, just a fellow WordPress user/developer,…

Sep 18 Fri · 06:55

Forums med

Posted a reply to When Adding New Form, the Page Just Loads, on the site WordPress.org Forums:
Hi @fvance Good catch on the screenshot! That double slash (modules//wp-content/...) is indeed the root…

Sep 09 Wed · 06:18

Forums med

Posted a reply to Contact Form – Form Default View, on the site WordPress.org Forums:
Hello @hashah3 Contact Form 7 doesn't actually sort by date by default, it sorts by…

Sep 07 Mon · 08:05

Forums med

Posted a reply to Cant create a free licence, on the site WordPress.org Forums:
Hi @boopet , Thanks for the details. I just tested the free license signup with…

August 2026

Aug 29 Sat · 09:05

Forums med

Posted a reply to resent notification email incomplete, on the site WordPress.org Forums:
Hi @wpmudevsupport12 , @jpgoem I dug into this one out of curiosity and found the…

Aug 25 Tue · 06:54

Plugins high

Committed [3664737] to Plugins SVN:
Confirm <a class="wiki" href="http://plugins.trac.wordpress.org/wiki/WordPress">WordPress</a> 7.1 compatibility (1.0.1)

July 2026

Jul 22 Wed · 10:23

Forums med

Posted a reply to Business Reviews using the same ID multiple times – legal accessibility issue, on the site WordPress.org Forums:
Hello again @highperformerteams I hope you are doing well. About your issue, we still haven’t…

Jul 16 Thu · 12:44

Forums med

Posted a reply to Business Reviews using the same ID multiple times – legal accessibility issue, on the site WordPress.org Forums:
Hi @highperformerteams Thank you for the detailed report. When the Business Reviews widget uses Preset…

Jul 15 Wed · 11:03

Forums med

Posted a reply to Issue with calendar widget, on the site WordPress.org Forums:
Hi @elo8617 You're correct. The fix I provided has not been included in the public…