Technical Escalation Engineer, Toast
Point of sale and management system for restaurants
Be an early applicant
Point of sale and management system for restaurants
1001+ employees
Be an early applicant
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- This role requires strong technical skills, data analysis, and product expertise, as well as a proven ability to manage stakeholder communications with timeliness, clarity, and confidence
- 3+ years of experience in advanced technical support, technical account management, or a related Engineering role
- Strong software troubleshooting and debugging skills across full-stack technologies using tools such as IntelliJ, Android Studio, GraphQL, and Splunk
- Significant experience with SQL and/or other querying languages for data analysis and diagnostics
- Familiarity with mobile application development (Android and iOS)
- Excellent communication skills—capable of translating technical findings for diverse audiences
- A process-minded individual who is always looking for ways to improve how work gets done
Desirable
- Knowledgeable in Java and/or frontend development with JavaScript/HTML
- Familiarity with emerging automation tools and AI applications
- Experience managing or significantly contributing to an escalation or support operations function
- Familiarity with Agile software development environments
- Working experience in restaurants or related to restaurant operations
What the job involves
- We seek a detail-oriented and technically skilled Technical Escalation Engineer to join our R&D organization
- In this role, you will serve as a critical bridge between our Customer Care and Engineering teams, managing and executing the process by which customer-reported issues and requests are escalated to Engineering for investigation and resolution
- Triage and investigating complex technical usability issues, questions, and service requests
- Coordinating with Engineering teams to drive action and resolution of issues, tasks, and bugs
- Analyzing issue data and monitoring trends, and developing solutions
- Providing technical insight into product behavior
- Contributing to team projects related to internal process improvements
- Writing high-quality internal use-case guide documentation
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fenway–Kenmore, Boston, MA
Leadership
Steve Fredette
(President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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