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Responsibilities
A day in the lifeThe 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.What you’ll do (Responsibilities)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.What you’ll need to thrive (Requirements)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.What will help you stand out (Nonessential Skills/Nice to Haves)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.Our Total Rewards PhilosophyWe strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.The starting pay rate for this role is below. Please note that there is no range for this role; the rate listed below is the only rate. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.Zone A$31.50—$31.50 USDZone B$27.25—$27.25 USDZone C$25—$25 USDOur Approach to Hybrid WorkingWe embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toastApply today!Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
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