Technical Support Expert, Enterprise

About this role

Customer Care Expert - Enterprise Start Date: October 19th - Training is 8-10 weeks remote. There is no PTO allowed during training. 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. A day in the life The Toast 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 Toast products for our Enterprise customers.

Diagnose and resolve issues at the intersection of Toast 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.