Senior Principal Platform Engineer: AI‑Driven Support

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

Benefits offered by this job

Hybrid work model

Job summary

Toast Tab, Inc. is building a Customer Experience Platform to define how Toast supports restaurants at scale. You will serve as Senior Principal Engineer for Support Tech, translating business strategy into technical direction and guiding architectural evolution of the platform.

You will partner with engineering, product, design, and Care leadership to establish a shared vision, drive durable solutions, and ensure scalability as new capabilities are introduced.

Qualifications

• 10+ years of experience in software engineering with large-scale distributed systems and customer-facing platforms.
• Experience defining technical strategy or architecture for complex platforms across multiple systems and teams.
• Strong systems thinking and platform design to connect services into coherent ecosystems.
• Proven ability to lead high-impact architectural decisions and guide technical transitions.
• Experience influencing technical direction across teams and collaborating with product, design, and operations.
• Excellent communication skills to explain complex ideas to technical and non-technical stakeholders.
• Track record mentoring senior engineers and elevating engineering standards.

Responsibilities

• Define and drive multi-year technical strategy for the Support Tech platform aligning with company goals and outcomes.
• Lead architectural direction for platform capabilities supporting customer and agent experiences, including infrastructure and AI-assisted systems.
• Evaluate and de-risk major technical investments like migrations and large-scale changes.
• Ensure evolving systems operate as a coherent, extensible platform rather than a collection of tools.
• Translate strategic goals into scalable technical solutions in partnership with product, design and Care leadership.
• Establish architectural principles and engineering standards for durable, scalable platforms.
• Provide technical leadership and mentorship to senior engineers and raise engineering bar.
• Influence direction across teams, aligning stakeholders on long-term platform decisions.
• Leverage cutting edge AI tools to enhance development velocity and innovation.

Job description

Toast Tab, Inc. is building a Customer Experience Platform to define how Toast supports restaurants at scale. You will serve as Senior Principal Engineer for Support Tech, translating business strategy into technical direction and guiding architectural evolution of the platform.

You will partner with engineering, product, design, and Care leadership to establish a shared vision, drive durable solutions, and ensure scalability as new capabilities are introduced.