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.

The Care Experience team is transforming how Toast supports its customers across chat, voice, and agent-assisted channels. We

build the intelligent platforms and tools that power every support interaction—helping agents resolve issues faster, improving

AI-driven self-service, and ensuring customers get accurate, timely help when it matters most.

This is a high-impact domain. Support systems must operate reliably under urgent, business-critical conditions, integrate deeply

with customer, device, and account data, and scale across millions of interactions while maintaining trust, accuracy, and speed.

The platforms built by this team directly shape how effectively Toast can reduce friction, resolve issues end-to-end, and deliver

a differentiated support experience as we grow—modernizing our core support infrastructure through a unified contact center

platform foundation and AI-driven capabilities that improve routing, resolution, and outcomes.

As a Senior Software Engineer on Care Experience, you’ll focus on agent tooling and voice/chat AI systems at the heart of Toast’s

support ecosystem. You’ll build and evolve platforms used daily by thousands of support agents and across millions of customer

interactions, working at the intersection of distributed systems, AI-enabled experiences, and operational reliability to ensure

support is fast, resilient, and deeply connected to Toast’s products and data.

If you’re motivated by large-scale platform work, excited to operate at the intersection of customer experience, agent experience,

and intelligent systems, and eager to build software that meaningfully shapes how Toast supports restaurants at scale, this role

offers a rare opportunity to do so.

A day in the life (Responsibilities)

Design, build, and operate core components of our Support Technology platforms, delivering scalable solutions with meaningful

impact across customer-facing support experiences and agent tooling.

Own and evolve backend services, workflows, and integrations that power chat, voice, and agent-assisted support channels.
Contribute to the reliability, performance, and scalability of business-critical support systems, ensuring they operate

effectively under urgent, real-world conditions.

Partner closely with product, design, AI, and operations to translate complex support workflows and customer needs into robust,

maintainable software solutions.

Develop and integrate AI-driven capabilities for support workflows, leveraging and managing third-party platforms and external

partner APIs

Participate in technical design and architecture discussions, helping shape team-level technical direction and tradeoffs.
Mentor and support other engineers through code reviews, pairing, and technical guidance, contributing to a culture of quality

and continuous improvement.

What you'll need to thrive (Requirements)

5+ years of experience in software engineering, with a strong background building and maintaining production systems using

Java, Kotlin, or other object-oriented languages.

Experience designing and operating APIs and services that support customer-facing or internal tools.
Proficient with AI tooling such as Cursor, Claude, and MCP servers
Proven ability to own complex features or projects end-to-end, from design through production and iteration.
Experience shipping and operating business-critical systems with a focus on reliability, performance, and operational

excellence.

Ability to collaborate effectively across teams and communicate technical concepts clearly to both technical and non-technical

partners.

Focused on delivering positive impact for Toast customers

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.

#LI-REMOTE

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 Working

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 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.

Roll

Senior Software Engineer, Care Experience

Kategori

Kundtjänstpersonal

Plats

Remote

Publicerad

26 juni

Sista ansökningsdag

16 augusti

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GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. STAFF FORWARD DEPLOYED ENGINEER, AGENTIC SDLC - (EMEA ONLY) AN OVERVIEW OF THIS ROLE GitLab’s Forward Deployed Engineering team is a field-situated product engineering function focused on strategic customer outcomes, artificial intelligence (AI) adoption, and direct contributions to GitLab’s product. This isn't a traditional field engineering, solutions architecture, or professional services role. 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