Enterprise Tech Support Specialist

Toast, Inc.; Omaha (NE); Hybrid; USD 37,000 - 44,000; Full time

Job summary

Toast, Inc. is seeking a Customer Care Expert - Enterprise in Omaha, NE for highly technical, enterprise-level support. This role focuses on resolving complex issues across Toast products while coordinating with Customer Success, Engineering, Onboarding and Product teams.

Training starts December 14th and runs 8–10 weeks, remotely; onsite hybrid work is supported post-training. Strong communication and ability to manage high-stakes, multi-channel interactions are essential.

Qualifications

• 2–4 years of experience in a Technical Support role focused on customer satisfaction.
• Ability to learn Toast's product suite quickly and apply knowledge across issues.
• Comfort with solving moderately difficult problems and elevating when needed.
• Understanding of how software, hardware, and networks interact and adapt on the job.
• Strong communication and organizational skills across front-line staff and stakeholders.
• Experience handling multichannel (phone, chat, email) support.

Responsibilities

• Troubleshoot hardware, API integrations, API and menu configuration issues for Enterprise customers.
• Diagnose issues at the Toast and third-party systems intersection and escalate when needed.
• Manage a mix of inbound cases across phone, chat, and email; keep backlog current.
• Help triage workload based on account tier and urgency following team guidelines.
• Translate technical issues into actionable guidance for diverse audiences.
• Support de-escalation of difficult situations with leadership on high-stakes cases.
• Own issues through resolution on moderately difficult cases, collaborating with multiple teams.
• Share solutions in Slack and maintain case notes and peer resources.

Skills

Technical support

Multichannel support

Communication

Learning agility

Job description

Toast, Inc. is seeking a Customer Care Expert - Enterprise in Omaha, NE for highly technical, enterprise-level support. This role focuses on resolving complex issues across Toast products while coordinating with Customer Success, Engineering, Onboarding and Product teams.

Training starts December 14th and runs 8–10 weeks, remotely; onsite hybrid work is supported post-training. Strong communication and ability to manage high-stakes, multi-channel interactions are essential.