Staff Software Engineer, Care Experience

The posting, as Toast wrote it

Toast 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.

The Care Experience team builds the systems and tools Toast’s care agents rely on to support restaurants every day—the foundation behind every phone call, chat conversation, and support case.

This work directly determines how quickly restaurants get back up and running. When agents have fast, reliable tools with the right context, they resolve issues in minutes. When they don’t, resolution slows—and every delay in fixing a payment issue, menu problem, or device failure costs restaurants real revenue.

We’re rebuilding this experience from the ground up: migrating to a new omnichannel contact center platform and creating a true “single pane of glass” for agents. That means bringing together customer data, account context, device state, case history, and operational tools into one unified system—so agents can focus on solving problems, not piecing together information.

As an engineer on this team, you’ll help define and build that foundation for how hundreds of care agents support tens of thousands of restaurants. You’ll drive the migration while also shaping what comes next—integrating backend systems, designing workflows, and continuously improving the experience based on how agents actually work.

This work requires strong empathy for internal customers and a willingness to operate within real constraints. You’ll navigate complex integrations, vendor platform limitations, and real-time system dependencies—all while ensuring the system is reliable enough to support a high-throughput, always-on support organization.

As a Staff Software Engineer Tech Lead, you’ll own projects end-to-end: building agent-facing features, improving system performance and reliability, and iterating based on real operational feedback. You’ll partner closely with product, care operations, and engineering teams to turn day-to-day support challenges into tools that measurably improve how support is delivered.

If you’re motivated by building for internal customers, care about usability as much as system design, and want to see your work directly improve how teams operate at scale, this is a role with clear, tangible impact.

A day in the life (Responsibilities)

• Drive end-to-end development of care agent tooling—from design through production—owning the full lifecycle and iterating based on agent feedback and operational metrics.
• Lead the design and development of next-generation Toast software services and applications that connect the contact center platform with backend systems, giving support teams real-time access to customer, account, device, and case information to deliver a seamless customer experience.
• Own the reliability and performance of business-critical agent tools, ensuring they remain fast and available in a high-throughput, always-on support environment.

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sks 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. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. 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-toast

People Are the Secret Ingredient in Our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com .

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