Webdev

Senior Technical Support Engineer

Directorist • Tiempo completo

Feb 2020 - Dec 2025 • 5 yrs 10 mos

At Directorist, I worked as a Senior Support Engineer, where I played a key role in delivering high-quality technical support, quality assurance, and product improvement across the platform. I provided advanced support through multiple channels including HelpScout, live chat, Facebook, and WordPress.org, successfully assisting 3000+ websites while maintaining an 85%+ customer satisfaction rate and earning 300+ five-star reviews. My work involved troubleshooting complex issues, handling plugin/theme conflicts, and delivering tailored solutions for a wide range of directory-based projects. Beyond support, I actively contributed to product quality and development by working closely with the development team as a Primary QA Lead, especially for Directorist Version 8, where I designed test cases, executed comprehensive testing across extensions and themes, and ensured high product standards. I also led documentation efforts, creating structured user guides and technical documentation to improve usability and reduce support queries. Additionally, I served as an Admin of the Directorist Product Community, engaging with thousands of users, providing expert guidance, and moderating discussions. I further conducted global live sessions during Black Friday/Cyber Monday campaigns, sharing technical knowledge, best practices, and support strategies with a wide audience. Overall, my role combined technical expertise, problem-solving, QA leadership, and community engagement, making me deeply experienced in building, supporting, and optimizing WordPress directory platforms.