Technical Support Expert, Enterprise

12 hours, 55 minutes ago
Full-time
Junior
Customer and Technical Support
Toast

Toast

Toast is an all-in-one platform for restaurants, offering tableside ordering, online ordering, and labor management to empower businesses in the food service industry.

Hotels, Restaurants & Leisure
1K-5K
Founded 2012

Description

  • Troubleshoot hardware, payment transactions, API integrations, menu configurations, and third-party system issues.
  • Manage inbound support cases across phone, chat, and email while maintaining an organized backlog.
  • Triage workload according to account tier and urgency, escalating aging or high-priority cases.
  • Communicate technical issues and actionable guidance to restaurant staff, corporate IT teams, and other stakeholders.
  • De-escalate difficult customer situations and involve leadership for high-stakes, financially impacted, or executive cases.
  • Own moderately complex customer issues through resolution while partnering with Customer Success, Engineering, Onboarding, and Product.
  • Document solutions in case notes and Slack, maintain peer resources, and support newer teammates.
  • Escalate issues that fall outside established documentation or troubleshooting procedures.

Requirements

  • 2–4 years of experience in a technical support role focused on customer satisfaction.
  • Experience providing multichannel support through phone, chat, and email.
  • Foundational understanding of software, hardware, and networking interactions.
  • Ability to quickly learn and apply knowledge of a broad product suite.
  • Ability to identify solutions to moderately difficult problems and determine when escalation is needed.
  • Strong communication and organizational skills across frontline and business audiences.
  • Ability to work independently on established tasks with general guidance for unfamiliar assignments.
  • Business-to-business technical support experience preferred.
  • POS hardware and restaurant-environment product knowledge preferred.
  • Willingness to work schedules that may include weekends, holidays, and nights preferred.

Benefits

  • Remote 8–10-week training program; no PTO is allowed during training.
  • Hybrid work model supporting in-person collaboration and regional flexibility.
  • Starting pay of $31.50/hour in Zone A, $27.25/hour in Zone B, or $25.00/hour in Zone C.
  • Competitive compensation and benefits designed to support health, flexibility, and changing employee needs.
  • Opportunities to learn and use AI tools across support and other business functions.
  • Inclusive workplace with growth and professional development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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