Senior/Staff Software Engineer, Care Experience

About Toast:

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.

Are you bready* for a change? (Team Info)

The Care Experience team builds the systems and tools Toast’s care agents rely on to support restaurants every day—the foundation behind every phone call, chat conversation, and support case.

This work directly determines how quickly restaurants get back up and running. When agents have fast, reliable tools with the right context, they resolve issues in minutes. When they don’t, resolution slows—and every delay in fixing a payment issue, menu problem, or device failure costs restaurants real revenue.

We’re rebuilding this experience from the ground up: migrating to a new omnichannel contact center platform and creating a true “single pane of glass” for agents. That means bringing together customer data, account context, device state, case history, and operational tools into one unified system—so agents can focus on solving problems, not piecing together information.

As an engineer on this team, you’ll help define and build that foundation for how hundreds of care agents support tens of thousands of restaurants. You’ll drive the migration while also shaping what comes next—integrating backend systems, designing workflows, and continuously improving the experience based on how agents actually work.

This work requires strong empathy for internal customers and a willingness to operate within real constraints. You’ll navigate complex integrations, vendor platform limitations, and real-time system dependencies—all while ensuring the system is reliable enough to support a high-throughput, always-on support organization.

As a Senior Software Engineer, you’ll own projects end-to-end: building agent-facing features, improving system performance and reliability, and iterating based on real operational feedback. You’ll partner closely with product, care operations, and engineering teams to turn day-to-day support challenges into tools that measurably improve how support is delivered.

If you’re motivated by building for internal customers, care about usability as much as system design, and want to see your work directly improve how teams operate at scale, this is a role with clear, tangible impact.

About this roll* (Responsibilities)

• Drive end-to-end development of care agent tooling—from design through production—owning the full lifecycle and iterating based on agent feedback and operational metrics.

• Build and evolve integrations between the contact center platform and Toast’s backend systems, enabling real-time access to customer data, account state, device information, and case history.

• Own the reliability and performance of business-critical agent tools, ensuring they remain fast and available in a high-throughput, always-on support environment.

• Partner closely with care operations to understand agent workflows, identify friction, and translate operational needs into solutions that improve resolution speed and efficiency.

• Make pragmatic technical decisions that balance vendor platform capabilities, integration complexity, system reliability, and delivery speed—operating effectively within real-world constraints.

• Contribute to technical design and architecture decisions, helping shape the foundation of Toast’s care tooling as the platform evolves and scales.

• Mentor and support other engineers through code reviews, pairing, and technical guidance, fostering a culture of ownership, quality, and continuous improvement.

Do you have the right ingredients*?

• 5+ years of software engineering experience, with a strong track record building and operating production systems using Java, Kotlin, or other object-oriented languages.

• Proven ability to own complex systems or features end-to-end, from design through production and iteration.

• Experience integrating with third-party platforms or vendor systems, including working within external constraints and evolving APIs.

• Comfortable partnering closely with operations or internal teams to understand workflows and translate them into effective technical solutions.

• Strong focus on reliability and operational excellence, with an understanding of how system performance impacts business outcomes.

• Familiarity with modern AI-assisted development tools (e.g., Cursor, Claude, MCP servers).

• Self-starter who takes ownership of problems, builds relationships across teams, and drives work forward even when requirements are evolving.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy 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.

This role is for a current vacancy.

#LI-REMOTE

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range

$125,000—$175,000 CAD

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid WorkingWe 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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

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.

------

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.