Staff Software Engineer, Care Experience

About this role

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.