Hi, I’m David Snow!

I am a Technical Account Manager with over 15 years of experience specializing in the WordPress and WooCommerce ecosystems. I bridge the gap between complex web development issues and clear, technical solutions that help digital storefronts grow.

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My Career Journey

Apr 2024 – Sep 2026
Queue Team Lead / Technical Account Manager II
GoDaddy – WooCommerce Success Team
  • Served as Queue Team Lead within a multi-queue department, overseeing daily ticket workflows, resolution speed, and SLA compliance for high-priority merchant accounts.
  • Built and configured a custom team AI companion using GoDaddy’s internal AI platform, leveraging tailored prompt design, custom libraries, and tone guardrails to ensure consistent, professional merchant communications.
  • Applied advanced AI prompting techniques for rapid PHP/MySQL error log analysis, plugin conflict debugging, and generating clear technical explanations for non-developer store owners.
  • Consistently maintained a Merchant Impact Score (MIS) of 52 (scored 0–75 based on QA quality and contact resolution rates), operating far above performance thresholds.
  • Led targeted outreach initiatives for negative Transactional Net Promoter Scores (tNPS), directly contacting dissatisfied merchants to resolve platform friction and mitigate client churn.
  • Acted as an onboarding coach for queue trainees, equipping new team members with diagnostic frameworks, hosting tools, and documentation needed for client success.
  • Analyzed weekly support queue trends and communicated pressing platform issues during cross-functional leadership syncs.
  • Diagnosed complex WooCommerce and server environment issues across Linux-based hosting setups, leveraging Cloudflare CDN and WAF tools to resolve site performance bottlenecks and security incidents.
  • Analyzed weekly support queue trends and communicated pressing platform issues during cross-functional leadership syncs.
  • Guided enterprise merchants through complex deployment workflows and staging-to-production pushes, ensuring zero-downtime during plugin updates and site schema changes.
Jul 2023 – Apr 2024
Technical Account Manager I
GoDaddy – WooCommerce Success Team
  • Delivered high-touch written support via HelpScout to diagnose and resolve complex WordPress, WooCommerce, and server environment issues.
  • Authored structured internal technical documentation and troubleshooting guides, improving resolution speed across engineering and tier-1 teams.
  • Partnered with cross-functional development teams to track platform bugs and establish accelerated resolution pathways for critical merchant escalations.
  • Resolved critical domain and transactional email delivery failures by configuring advanced DNS records, including SPF, DKIM, and DMARC authentication protocols.
  • Managed web security remediations using Sucuri and Cloudflare, cleaning malware infections, restoring corrupted files, and hardening client environments against recurring threats.
  • Utilized managed hosting staging environments to replicate core WooCommerce conflicts, test custom code snippets safely, and execute reliable bug fixes before pushing to live sites.
  • Consistently exceeded key performance metrics for speed, accuracy, and client satisfaction.
Nov 2022 – July 2023
Managed WooCommerce Care (Temporary Assignment)
GoDaddy – WooCommerce Success Team
  • Resolved high-volume customer technical concerns via written email support on HelpScout.
  • Created comprehensive internal troubleshooting guides to increase project capacity and team efficiency.
  • Collaborated with internal departments to track platform issues and manage client accounts within Jira Service Desk.
May 2019 – Nov 2022
Hosting Support Phones (Tier 2)
GoDaddy – Technical Hosting Services
  • Handled high-level phone escalations for advanced website, database, and server issues.
  • Diagnosed and repaired critical WordPress errors, including 500/White Screen of Death (WSOD) errors, version updates, and plugin conflicts.
  • Managed end-to-end website migrations, domain switches, and staging site deployments across diverse web hosting infrastructure.
  • Created clear internal tickets for advanced situations requiring deep system or infrastructure changes.
Dec 2015 – May 2019
Hosting Support Phones
GoDaddy
  • Answered inbound calls to diagnose technical website loading issues and guide small business owners toward successful digital solutions.
  • Advocated for clients to ensure they made smart, informed decisions regarding their online presence and hosting setups.
  • Partnered with engineering teams to determine if system outages or platform issues required immediate company action.

I’m proud to have collaborated with some awesome companies:

Skills & Competencies

AI & Prompting

AI Prompting & Output Optimization, Log Analysis, AI-Assisted Debugging, Automated Workflow Enrichment, Prompt Guardrails

Core Platforms

WordPress, WooCommerce, HelpScout, Jira Service Desk, Slack, Zoom, MS Teams

Technical & Systems

Application Diagnostics (PHP/MySQL), DNS Administration (A Records, SPF, DKIM, DMARC), Linux Hosting Environments, cPanel, Performance Optimization

Deployments & Environments

Staging Environments, Site Cloning, Deployment Workflows, Production Hotfixes, Managed Hosting Platforms

Security & Infrastructure

CDNs & Web Security (Cloudflare, Sucuri), WAF Configuration, SSL/TLS Management, DDoS Mitigation, Site Migrations

Client Success

Technical Account Management, Ticket Queue Management, Asynchronous Communication, Process Documentation, Onboarding & Coaching, tNPS Retention & Escalations