Tommy Penner
@tommypenner
Senior Support Engineer helping customers ship reliable developer platforms.
United StatesWhat I'm looking for
I’m a Senior Support Engineer specializing in developer tooling, REST APIs, and SaaS platforms, with 14+ years of experience resolving complex technical problems for enterprise customers. I drive engineering escalations to root cause, then turn what I learn into internal tooling and processes that keep support operations running—whether it’s in a ticket queue, in Postman, or with a curl command.
At ReadMe, I coordinated Product, Engineering, Success, and Support to migrate enterprise customer content to ReadMe’s new Git-powered platform, preventing churn of 100 enterprise customers previously marked At Risk. I also managed a nine-person international QA contractor team across three time zones, maintained SLA response times under 30 minutes with CSAT consistently above 95%, and served as sole billing SME during a Stripe rollout—shaping implementation decisions, managing customer impact from dormant account charges, and recovering $250K+ in uncollected revenue within a single quarter. I built asynchronous onboarding resources to bring new agents to full competency within three weeks, authored user-facing API/configuration/workflow documentation across the platform, and diagnosed complex issues in OpenAPI/Swagger, Markdown/MDX, and GitHub Actions while escalating systemic problems after triage.
Experience
Work history, roles, and key accomplishments
Coordinated Product, Engineering, Success, and Support to migrate Enterprise customer content to ReadMe’s Git-powered platform, preventing churn of 100 Enterprise customers marked At Risk. Managed contractor support operations and QA across time zones, maintaining SLA response times under 30 minutes and CSAT above 95%, and served as Stripe billing SME recovering $250K+ in uncollected revenue in a
Owned escalations for Vimeo developer tools and backend/server-side issues by reproducing API bugs in production and coordinating fixes with code owners. Provided technical partner support for custom integrations and created onboarding resources and documentation for developer tools used by enterprise sales and support teams.
Vimeo Support Specialist
The Yeomen
Mar 2016 - Aug 2017 (1 year 5 months)
Owned support for Vimeo mobile and TV apps, resolving user issues and inquiries. Acted as the primary knowledge resource for the support team and identified, tested, and reported product bugs to Vimeo engineers for resolution.
Translated user-reported issues into actionable engineering tickets and user stories and maintained internal and public support documentation for mobile web, mobile, and TV apps. Led functional QA for iOS and Android app releases, serving as the go-to resource for support and engineering on app behavior and workflows.
Education
Degrees, certifications, and relevant coursework
Lawrence Technological University
Bachelor of Science, Media Communication
Activities and societies: Relevant interests: homelab/self-hosting Linux, Docker, containerization, home automation, smart home, media collection, cats.
Earned a Bachelor of Science in Media Communication from Lawrence Technological University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Website
heytommy.omg.lolSalary expectations
Social media
Skills
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