Hi, I'm Mahmudul Hossain
Customer Success Engineer
I am a final-year Master of Information Technology (Information Systems) student at Charles Darwin University. My primary goal is to build a career as a Cloud Engineer, with a particular focus on the Microsoft Azure ecosystem. I have already earned the AZ-900 (Azure Fundamentals) and AI-900 (Azure AI Fundamentals) certifications, and I am actively preparing for the AZ-104 (Azure Administrator) to further enhance my skills and job readiness.
About Me
Residing in Sydney, New South Wales, I bring over 3 years of hands-on experience in customer success engineering at Pantheon, a prominent PaaS company. During my time there, I delivered Tier 3 technical support, guided customers through complex WordPress/Drupal issues by analyzing NGINX, PHP, and MySQL logs, and conducted training and webinars. I consistently maintained a CSAT score above 92% through platforms like Intercom and Zendesk.
Previously, I worked at BuddyBoss as a Tier 2 WordPress Technical Support Engineer, where I resolved user issues via Freshdesk, collaborated with development teams, and optimized website performance for end users.
Work Experience
Pantheon, San Francisco, California, United States
Customer Success Engineer (Remote) (Part Time)
Mar 2024 – Present
Customer Success Engineer (Remote) (Full Time)
Mar 2021 – Mar 2024
- Responding to support tickets via Zendesk and managing live chat interactions through Intercom, maintaining over 90% CSAT on Intercom.
- Debugging WordPress and Drupal websites, including core issues, plugin/module conflicts, and site performance problems.
- Investigating and resolving errors on the Pantheon dashboard, such as workflow failures, access issues, and environment misconfigurations.
- Supporting identity and access management configurations using Auth0 to enable secure authentication for client platforms.
- Logging, tracking, and escalating bugs using Jira, and documenting resolutions and procedures in Confluence.
- Monitoring performance and uptime with Fastly CDN and Pingdom, and interpreting metrics to preempt or resolve incidents.
- Communicating client feedback and technical issues to Product and Engineering teams for analysis and improvement.
- Conducting onboarding sessions and technical walkthroughs for new clients to support implementation and user adoption.
BuddyBoss, Vancouver, Canada
WordPress Technical Support Engineer (Remote) (Full Time)
- Handling customer support tickets using Freshdesk, resolving technical issues related to the BuddyBoss Platform and BuddyBoss Theme.
- Debugging WordPress site issues including plugin/theme conflicts, update errors, layout inconsistencies, and multisite compatibility problems.
- Assisting users with the setup and configuration of BuddyBoss features such as forums, memberships, course integrations, and gamification tools.
- Replicating user-reported bugs in test environments and escalating complex issues to the development team with detailed documentation.
- Providing guidance on best practices for WordPress hosting, security, and performance optimization.
- Documenting solutions and contributing to internal knowledge base articles to streamline support workflows.
- Collaborating with QA and product teams to provide feedback on recurring customer issues and suggest improvements.
- Supporting integration-related queries involving tools like LearnDash, LifterLMS, MemberPress, and third-party plugins.
Projects
Azure Resume Hub
A personal resume website (https://mhossain.site) hosted on WordPress and enhanced with modern cloud and AI features. Designed for performance, interactivity, and real-time engagement.
Tech Used: WordPress, Elementor, Azure Functions, GitHub Actions, Tailwind CSS
My Skills
☁️ Cloud & Infrastructure
Microsoft Azure Services: Experienced with deploying and managing Azure resources including Compute, Storage, and Networking
Azure Cognitive Services: Integrated Vision, Language, and Speech APIs for intelligent applications
Azure OpenAI Service: Implemented AI-powered chatbots using GPT-based models
Azure Virtual Machines & Functions: Provisioning, load balancing, and Azure functions
Azure Monitor & Resource Management: Basic alert setup, diagnostics, and cost monitoring
Cloud Computing Concepts: Solid understanding of IaaS, PaaS, SaaS, availability zones, and scalability
🛠 DevOps & Automation
CI/CD Pipelines: Familiar with GitHub Actions & Jenkins for basic deployments
Docker: Containerization and environment consistency across dev/stage/prod
Linux System Administration: Bash scripting, CLI tools
Git & Version Control
🌐 Web & Platform Experience
Web Platforms: WordPress, Drupal, PHP, MySQL
Web Hosting & DNS Management: Experience from Pantheon hosting and self-managed deployments
NGINX, SendGrid, Auth0, New Relic
🧰 Support & Productivity Tools
Support Tools: Intercom, Zendesk, Freshdesk, PagerDuty
Productivity & Collaboration: Microsoft 365, Jira, Slack, Confluence
🧠 Soft Skills
- Problem-solving mindset
- Detail-oriented and reliable
- Goal-focused and self-driven
- Process and documentation-oriented
- Independent learner with strong technical curiosity
Qualifications
Masters in Information Technology
Mar 2024 – Present
Charles Darwin University, Sydney, Australia
Bachelor of Computer Science & Engineering
Jan 2017 – Jan 2021
American International University Bangladesh, Dhaka, Bangladesh
College
2014 – 2016
QED Academy, Dhaka, Bangladesh
School
2003 -2013
Onnesha International School & College, Mymensingh, Bangladesh