Technical Escalation Engineer

1 Month ago • 3 Years + • Software Development & Engineering

Job Summary

Job Description

Toast is seeking a detail-oriented and technically skilled Technical Escalation Engineer to join their R&D organization. This role acts as a critical link between Customer Care and Engineering teams, managing the escalation process for customer-reported issues. Responsibilities include triaging and investigating complex technical usability issues, coordinating with engineering for issue resolution, analyzing data trends, providing technical insights, contributing to process improvements, and writing internal documentation. The ideal candidate possesses strong technical troubleshooting skills, data analysis experience, product expertise, and excellent stakeholder communication abilities.
Must have:
  • 3+ years in technical support or engineering role
  • Strong software troubleshooting and debugging skills
  • Experience with SQL or other querying languages
  • Familiarity with mobile app development (Android/iOS)
  • Excellent communication skills
  • Process-minded approach to work improvement
Good to have:
  • Knowledge of Java and/or JavaScript/HTML
  • Familiarity with automation tools and AI
  • Experience managing escalation/support operations
  • Familiarity with Agile environments
  • Restaurant industry experience
Perks:
  • Competitive compensation and benefits
  • Focus on healthy lifestyle and flexibility

Job Details

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

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.

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.

About this roll* (Responsibilities) 

  • 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

 

Do you have the right ingredients*? (Requirements)

  • 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.

    Nice to Have

    • 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 You’ll Work With

  • Tools & Technologies: Apache Spark, Snowflake, Splunk, Postman, Jira, Android Studio, IntelliJ, Android Studio, Github, Jira, XCode, TestFlight, Command Line/Bash
  • Languages: Postgres SQL, Splunk, Java, JavaScript, GraphQL

 

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required



 

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

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 restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

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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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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