Technical Support Expert – Enterprise

Toast

. Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across Toast products .

Posted 9/24/2026full-timeRemote • United StatesJuniorMid-Level💰 $25 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on troubleshooting hardware, API integrations, and financial transaction mechanics. Excels in customer communication and case management while collaborating with cross-functional teams to enhance the customer experience.

Highest-signal resume keywords

Technical Support ExperienceAPI Integration TroubleshootingMultichannel Support ManagementCustomer Satisfaction ChampionProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAPI IntegrationPOS Hardware KnowledgeTechnical Issue DiagnosisCase Management

Soft Skills

Communication SkillsOrganizational SkillsCustomer De-EscalationTeam CollaborationAdaptability

Tools & Technologies

Toast ProductsSlackEmail SupportChat SupportPhone Support

Industry Keywords

Financial Transaction MechanicsEnterprise Accounting IntegrationsRestaurant Staff SupportTechnical Support RoleCustomer Experience

About the role

Key responsibilities & impact

Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across Toast products
Diagnose and resolve issues involving Toast and third-party systems, including ordering APIs and enterprise accounting integrations
Manage inbound case traffic across phone, chat, and email
Maintain the active case backlog and flag aging cases to the lead or manager
Triage incoming workload based on account tier and urgency
Translate technical issues into actionable guidance for restaurant staff and corporate IT contacts
Support de-escalation of difficult customer situations
Escalate high-stakes, financially impacted, or executive-level cases
Own moderately difficult customer issues through resolution
Partner with Customer Success, Engineering, Onboarding, and Product
Share solutions in Slack and maintain case notes and peer resources
Act as an informal resource for newer or less experienced teammates

Requirements

What you’ll need

2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience
Ability to quickly learn Toast's product suite and apply that knowledge across a wide range of technical issues
Ability to identify less-obvious solutions to moderately difficult problems and know when to escalate issues outside established documentation or SOPs
Foundational understanding of how software, hardware, and networks interact
Track record of learning new technical skills on the job
Good communication and organizational skills
Ability to work with front-line restaurant staff and business stakeholders
Experience managing multichannel phone, chat, and email support
Ability to work with general instruction on new or unfamiliar assignments and little day-to-day direction on established work
Business-to-business technical support is nonessential
High product knowledge of POS hardware is nonessential
Open to schedules including weekends, holidays, and nights is nonessential

Benefits

Comp & perks

Competitive compensation and benefits programs
Flexibility to meet changing needs
Remote training for 8-10 weeks
Reasonable accommodations for persons with disabilities