Enterprise Tech Support Specialist

WinsAbove; Omaha (NE); Remote; USD 43,000 - 45,000; Full time

Job summary

Toast is seeking an Enterprise Support Expert to join our Enterprise Care team. You’ll resolve highly complex issues across a broad product landscape, manage enterprise stakeholders, and work across phone, chat, and email to deliver timely, actionable guidance.

You will triage workload, escalate when needed, and partner with Customer Success, Engineering, Onboarding, and Product to drive resolution while keeping detailed case notes for knowledge sharing.

Qualifications

• 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 escape 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.

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.

Skills

Technical support

Customer service

Multichannel support

Communication

Learning agility

Problem solving

Job description

Toast is seeking an Enterprise Support Expert to join our Enterprise Care team. You’ll resolve highly complex issues across a broad product landscape, manage enterprise stakeholders, and work across phone, chat, and email to deliver timely, actionable guidance.

You will triage workload, escalate when needed, and partner with Customer Success, Engineering, Onboarding, and Product to drive resolution while keeping detailed case notes for knowledge sharing.