Senior Software Engineer, Care Experience

Toast creates technology to help restaurants and local businesses succeed in a digital world. The Care Experience team is transforming how Toast supports its customers across various channels, and as a Senior Software Engineer, you will focus on building and evolving platforms that enhance customer support interactions.

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

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