Thomas Sorensen
Customer Support Engineer L2 at AppZen
Mountain View, California, United States
Summary
👤
Senior🎓
Top SchoolThomas Sorensen is a seasoned customer support and success engineer with 11 years of experience helping SaaS and hardware products scale their B2B and VIP deployments. Currently an L2 Customer Support Engineer in Mountain View, he has a track record at Oura of reducing API ticket volume by 30%, building onboarding frameworks for enterprise, military, and sports clients, and turning escalations into product improvements. He blends hands-on engineering background (Hack Reactor grad and former software engineer) with strengths in cross-functional collaboration, documentation, and data-driven product feedback. Thomas excels at translating ambiguous technical problems into scalable processes—creating Jira-based workflows, Amplitude reports, and comprehensive onboarding materials that enable self-service at scale. His background in theatre and improv informs a customer-first communication style that keeps high-stakes interactions calm and productive.
11 years of coding experience
8 years of employment as a software developer
Bachelor of Arts - BA, Theatre and Drama, Bachelor of Arts - BA, Theatre and Drama at University of Wisconsin-MadisonSketch Comedy Writing, Sketch Comedy Writing at People's Improv TheatreImprov Comedy, Improv Comedy at Upright Citizen's BrigadeAdvanced Software Engineering Immersive, Advanced Software Engineering Immersive at Hack ReactorBUS 100 Essential Business Skills, BUS 100 Essential Business Skills at Stanford Continuing Studies
Japanese
Github Skills (6)
stripe-payments4
command-line-tool4
stripe4
cli3
react2
reactor2
Programming languages (1)
Github contributions (5)
tps-80/evenHire
Mar 2016 - Mar 2016
Contributions:80 pushes, 17 branches in 25 days
tps-80/Lifespans
Feb 2016 - Jan 2024
Contributions:21 pushes, 1 branch, 1 issue in 8 years 1 month
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