Senior Principal Software Engineer, Support Tech

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

Support Technology builds the systems and platforms that power how Toast supports restaurants across every stage of their journey. Our teams work at the intersection of customer experience, agent experience, and intelligent systems, developing the capabilities that enable scalable, high-quality support across channels.

Support Tech is responsible for a broad ecosystem that includes agent tooling, customer-facing support experiences, communications infrastructure, and the emerging platform capabilities that enable AI-assisted support. These systems work together to help restaurants resolve issues quickly, access the help they need, and operate their businesses with confidence.

As Toast continues to grow, the support platform must evolve to handle increasing scale and complexity while improving the overall customer experience. Support Tech plays a critical role in shaping how that platform develops, ensuring that our systems remain reliable, extensible, and capable of supporting new experiences and capabilities over time.

About This Role

We are building the Customer Experience Platform that will define how Toast supports restaurants at scale.

As Senior Principal Engineer for Support Tech, you will serve as the LOB-level technical leader responsible for defining and driving the multi-year strategy that shapes how Toast delivers support. You will translate business strategy into coherent technical direction, align engineering investments with measurable customer and operational outcomes, and guide the architectural evolution of the support platform.

This role extends beyond ownership of individual systems or services. You will help define how core components of the support ecosystem — including AI-assisted capabilities, contact center infrastructure, agent tooling, and customer-facing support experiences — work together as a unified platform. You will partner closely with engineering, product, design, and Care leadership to establish a shared technical vision, make high-impact architectural decisions, and ensure that our platform continues to scale as new capabilities and experiences are introduced.

Success in this role requires strong systems thinking, sound architectural judgment, and the ability to bring clarity to complex technical environments. You will help strengthen engineering leadership across the organization, guide teams toward durable platform solutions, and ensure that our technology investments translate into meaningful improvements for both restaurants and the Care teams that support them.

A day in the life (Responsibilities)

Define and drive the multi-year technical strategy for the Support Tech platform, ensuring alignment with company goals and long-term customer experience outcomes.

Lead architectural direction for critical platform capabilities that support customer and agent support experiences, including contact center infrastructure, AI-assisted support systems, and internal agent tooling.

Evaluate and de-risk major technical investments such as platform migrations, vendor integrations, and large-scale architectural changes.

Ensure that evolving systems across Support Tech operate as a coherent and extensible platform rather than a collection of disconnected tools or services.

Partner with product, design, and Care leadership to translate strategic goals into scalable technical solutions that improve support outcomes and operational efficiency.

Establish architectural principles and engineering standards that guide teams toward durable, scalable platform solutions.

Provide technical leadership and mentorship to senior engineers, helping raise the overall engineering bar across the Support Tech organization.

Influence technical direction across multiple teams and functions, aligning stakeholders around shared platform decisions and long-term strategy.

Leverage cutting edge AI tools to enhance your development workflow, improve velocity, and help pioneer new approaches to building - contributing to a culture of innovation and productivity across the team.

What you'll need to thrive (Requirements)

10+ years of experience in software engineering, with a strong background building and evolving large-scale distributed systems and customer-facing platforms.

Demonstrated experience defining technical strategy or architecture for complex platforms spanning multiple systems and teams.

Strong systems thinking and platform design experience, with the ability to connect individual services and tools into coherent technical ecosystems.

Proven ability to lead high-impact architectural decisions and guide organizations through complex technical transitions.