Technical Support Expert, Enterprise

United States Digital Space LLC; United States; Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Remote onboarding training

Hybrid work model

Competitive compensation

Job summary

Toast is seeking a Customer Care Expert to join our Enterprise Support team. You will resolve highly complex issues across a broad product landscape for large restaurant brands and national franchises, handling inquiries via phone, chat, and email.

The role emphasizes rapid learning of our product suite, effective communication with diverse stakeholders, and escalation when needed. Training is remote for 8-10 weeks, with a hybrid work model and a focus on enterprise customer success.

Qualifications

• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
• Ability to quickly learn the company's product suite and apply knowledge across a wide range of technical issues.
• Comfortable spotting less-obvious solutions to moderately difficult problems and elevating when needed.
• Solid understanding of how software, hardware, and networks interact with a track record of learning new technical skills.
• Strong communication and organizational skills to flex between front-line staff and business stakeholders.
• Experience managing multichannel (phone, chat, email) support.

Responsibilities

• Troubleshoot hardware, API integrations, and configuration issues across a wide range of products for Enterprise customers.
• Diagnose and resolve issues at the intersection of company and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations.
• Manage a steady mix of inbound case traffic across phone, chat, and email, keeping backlog current.
• Triage workload based on account tier and urgency, following team guidelines.
• Communicate clearly across audiences—from front-of-house staff to corporate IT contacts—translating technical issues into actionable guidance.
• Support de-escalation of difficult customer situations with managers or senior teammates on high-stakes cases.
• Own issues through resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed.
• Share solutions in Slack and maintain case notes; may mentor newer teammates.

Job description

Customer Care Expert - EnterpriseStart Date: October 19th -

Training is 8-10 weeks remote. There is no PTO allowed during training.

the company creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life

The the company 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 the company products for our Enterprise customers.

• Diagnose and resolve issues at the intersection of the company 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 the company'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 elevate 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.

AI at the company

At the company, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We 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/the company-benefits.

Zone A

$31.50—$31.50 USD

Zone B

$27.25—$27.25 USD

Zone C

$25—$25 USD

How the company Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

We 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-the company

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At the company, our employees are our secret ingredient—when they thrive, we thrive.The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We 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 restaurant community. To learn more about how we work globally