Senior Principal Software Engineer, Support Tech

Toast creates technology that helps restaurants and local businesses succeed in a digital world. The Senior Principal Software Engineer will define and drive the multi-year technical strategy for the Support Tech platform, lead architectural direction across AI-assisted support, contact center infrastructure, agent tooling, and customer-facing experiences, and align engineering investments with customer and operational outcomes.

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

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
• Experience influencing technical direction across teams and collaborating with product, design, and operational partners to deliver meaningful business outcomes
• Strong communication skills and the ability to articulate complex technical ideas clearly to both technical and non-technical stakeholders
• A track record of mentoring senior engineers and raising the engineering bar within an organization
• Experience working on customer experience platforms, workflow systems, or other complex operational software environments is strongly preferred