Product Support Lead

WPManageNinja LLC (2022 — Present)

Product Support Lead at WPManageNinja LLC, managing FluentCRM and FluentSMTP. With 3 years of experience, I’ve handled 5,000+ support tickets and 12,000+ responses, troubleshooting complex issues and delivering tailored solutions. In 2024, FluentCRM (50,000+ active installs, 976,000+ downloads) earned 35+ 5-star reviews, while FluentSMTP (300,000+ active installs, 2.59M+ downloads) received 80+ 5-star reviews.

Guest Support

xCloud by Startise ( 2024 )

In addition to my primary role at WPManageNinja, I worked as a guest support agent for xCloud, particularly during their launch events and LTD (Lifetime Deal) promotions. My primary responsibility was handling live chat support, assisting users with various server-related and WordPress issues in real time.

Customer Support & Troubleshooting

WordPress, IT Support, etc. (2016 - Present)

My journey in Customer Support began in 2016 when I started offering freelance services on Upwork and Fiverr. Most of the time, I worked on fixing issues with WordPress and Servers.

In the last 3 years, my professional support experience has grown significantly while working at WPManageNinja, where I primarily handle FluentCRM, FluentSMTP, and Fluent Forms. I’ve assisted thousands of customers, resolving complex issues related to email deliverability, automation workflows, and plugin integrations. My expertise extends to debugging server-related problems, diagnosing conflicts between plugins, and optimizing WordPress performance for high-traffic websites.

Additionally, I’ve been actively involved in contributing a lot to help users troubleshoot issues and improve their WordPress experience through ticket-based support, live chat, or public forums like WordPress.org.

Remote Job

Brands Outlet, Qatar (2019 - 2020)

Remotely worked part-time as a System Administrator, managing company websites and developing e-commerce solutions on WooCommerce and Shopify.

Technical Documentation & Tutorials

FluentCRM, FluentSMTP, Blog (2022 - Present)

I’ve authored and maintained extensive technical documentation for FluentCRM and FluentSMTP. I revamped their documentation structure, adding about 100 well-organized articles covering setup guides, troubleshooting tips, and advanced use cases.

Beyond written documentation, I’ve also created video tutorials to simplify complex workflows and demonstrate real-world use cases. Some of these videos were published on YouTube (youtube.com/mribrahimsharif) to provide additional support to users.

Freelancing

Upwork, Fiverr (2016 — 2022)

Part-time freelancer specializing in IT Support, including Server, Email, and Hosting troubleshooting, migrations, and configurations. Experienced in WordPress customization, performance optimization, and WooCommerce setup. Additionally, worked with various hosting environments and platforms like Magento, Shopify, and Laravel.

Email Systems and Deliverability

Freelance

My understanding of email protocols, authentication mechanisms, and deliverability best practices allows me to troubleshoot and resolve email-related issues effectively. I have worked with Port25’s PowerMTA, which is now known as Sparkpost, allowing me to get hands-on experience with Email Delivery Servers and Infrastructures at scale also used by Mailchimp, Microsoft, and other major ESPs. I handled about 30 million Email deliveries per day for a project in 2016.

Network Expertise

Personal Interest

Driven by a deep interest in servers and email systems, I have extensively explored and experimented with networking technologies, including Cisco devices, MikroTik routers, and various home networking solutions.

Additionally, I hold a MikroTik Certified Network Associate (MTCNA) certification, which validates my proficiency in MikroTik RouterOS and advanced networking concepts. To verify certification details: MikroTik certificate Search with ID: 2002NA2430