Technical Support Expert

Who you are

• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience
• Ability to quickly learn Toast's product suite, with the ability to apply that knowledge across a wide range of technical issues
• Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to escalate issues that fall outside established documentation or SOPs
• Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job
• Good communication and organizational skills, with the ability to flex between front-line restaurant staff and business stakeholders
• Experience managing multichannel (phone, chat, email) support
• Works well with general instruction on new or unfamiliar assignments, and normally needs little day-to-day direction on established work
• Business to business technical support
• Possess a high level of product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment
• Open to schedules that may include weekends, holidays and nights

What the job involves

• The Toast Enterprise Support team delivers advanced, omnichannel technical support to our most complex enterprise clients — corporate restaurant brands, national franchises, and international locations
• As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment — all while fielding incoming questions across phone, chat, and email
• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers
• Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance
• Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases to your lead or manager
• Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization
• Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance
• Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases
• Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed and looping in your lead on cases with broader implications
• Share solutions in Slack and keep your own case notes and peer resources current; may act as an informal resource for newer or less experienced teammates

The application process

• Start Date: October 19th - Training is 8-10 weeks remote. There is no PTO allowed during training

Benefits

• Peer and company recognition programs
• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare