Technical Escalation Engineer

Boston, MA, US

Job Description / Skills Required

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.

Toast is looking for a Technical Escalation Engineer to play a meaningful role on the team that is responsible for triaging, diagnosing and solving issues and requests filed by our Customer Support teams. The Technical Escalation team helps address customer pain, save engineering time and promote learning opportunities between Support and Engineering departments. Our team ensures that reported issues are responded to and resolved as quickly as possible, while liaising between support and engineering to ensure that each team is properly engaged and that expectations are properly set (internally and with the customer).

Some projects we’ve been working on recently include:

  • Identifying product issue trends over time being reported by Toast Support teams
  • Working with Support and Services Management to identify areas where training and/or process improvements are needed
  • Tracking the relationship between incoming technical escalations to new, and known engineering issues in our backlog

About this roll* (Responsibilities):

  • Relied upon as a subject matter expert with a wide breadth of product knowledge
  • Able to diagnose most issues and provide solutions, answers, and workarounds to Support to communicate with the customer.
  • Collaborating with development teams and support representatives to push forward needed actions to solve customer pain
  • Writing thorough tickets for bugs that you discover while solving issues.

Do you have the right ingredients*? (Requirements): 

  • Well-versed in tiered web application architecture and databases
  • Passionate about customer experience, understanding the urgency of our customers’ needs
  • Solution-oriented in how you attack problems(workarounds, configuration problems, etc)
  • Proven experience writing and understanding SQL queries
  • Familiarity with Java, and HTML (the ability to write in these languages is not required)
  • An interest in, and commitment to continuous learning
  • You’re well known for having a get unblocked attitude
  • Previous experience with monitoring tools (Splunk, Sentry, and DataDog) is preferred

 

Our Spread of Total Rewards

  • 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

 

*Bread puns encouraged but not required

 

We are Toasters

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

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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 [email protected].

For roles based in the United States:  As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.