Technical Support Expert, Enterprise

Omaha · 2-4 years experience · Hybrid · Posted Oct 16, 2026

At a glance

The Toast Enterprise Support team delivers advanced, omnichannel technical support to complex enterprise clients including corporate restaurant brands, national franchises, and international locations.
As an Enterprise Support Expert, you will resolve highly complex, high-risk technical issues across a broad product landscape while managing demanding enterprise stakeholders.

Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for Enterprise customers.
Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations.
Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases.
Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.
Communicate clearly across audiences from front-of-house restaurant staff to corporate IT contacts, translating technical issues into actionable guidance.
Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.
Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed.
Share solutions in Slack and keep your own case notes and peer resources current, acting as an informal resource for newer teammates.

Ability to quickly learn Toast's product suite, with the ability to apply that knowledge across a wide range of technical issues.
Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to escalate issues that fall outside established documentation or SOPs.
Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job.
Good communication and organizational skills, with the ability to flex between front-line restaurant staff and business stakeholders.
Experience managing multichannel phone, chat, and email support.
Works well with general instruction on new or unfamiliar assignments, and normally needs little day-to-day direction on established work.