Senior Principal Engineer, AI-Driven Support Platform

Toast; United States; Hybrid; USD 246,000 - 394,000; Full time

Job summary

Toast in the United States is seeking a Senior Principal Engineer for Support Tech to define and drive the multi-year strategy shaping how Toast delivers support at scale.

You will translate business strategy into technical direction, align investments with customer outcomes, and guide architectural evolution of the support platform, overseeing AI-enabled capabilities, contact center infrastructure, and agent tooling.

Qualifications

• 10+ years of software engineering experience with large-scale distributed systems.
• Experience defining technical strategy or architecture for complex platforms across multiple systems.
• Strong systems thinking and platform design experience connecting services into cohesive ecosystems.
• Proven ability to lead high-impact architectural decisions and guide organizational transitions.
• Experience influencing technical direction with product, design, and operations to deliver business outcomes.
• Strong communication skills to articulate complex ideas to technical and non-technical stakeholders.
• Track record mentoring senior engineers and raising engineering standards.
• Experience on customer experience platforms or complex operational software is preferred.

Responsibilities

• Define and drive the multi-year technical strategy for the Support Tech platform and align with company goals.
• Lead architectural direction for platform capabilities including contact center infrastructure and AI-enabled systems.
• Evaluate and de-risk major technical investments such as migrations and vendor integrations.
• Ensure evolving systems operate as a coherent, extensible platform rather than disjointed tools.
• Partner with product, design, and Care leadership to translate strategic goals into scalable technical solutions.
• Establish architectural principles and engineering standards to guide durable, scalable platforms.
• Provide technical leadership and mentorship to senior engineers across the organization.
• Influence technical direction across multiple teams and stakeholders for long-term platform decisions.
• Leverage cutting-edge AI tools to boost development velocity and drive innovation.

Skills

Distributed systems

Technical strategy

Architectural leadership

Cross-functional collaboration

Mentoring engineers

Tools

AI tools

Job description

Toast in the United States is seeking a Senior Principal Engineer for Support Tech to define and drive the multi-year strategy shaping how Toast delivers support at scale.

You will translate business strategy into technical direction, align investments with customer outcomes, and guide architectural evolution of the support platform, overseeing AI-enabled capabilities, contact center infrastructure, and agent tooling.