Escalation Engineer II

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. We seek a detail-oriented and technically skilled Technical Escalation Engineer to join our R&D organization. In this role, you will serve as a critical bridge between our Customer Care and Engineering teams, managing and executing the process by which customer-reported issues and requests are escalated to Engineering for investigation and resolution. This role requires strong technical skills, data analysis, and product expertise, as well as a proven ability to manage stakeholder communications with timeliness, clarity, and confidence.

A day in the life (Responsibilities)

• Investigating complex technical usability issues, questions, and service requests

• Coordinating with Engineering teams to drive action and resolution of issues, tasks, and bugs

• Analyzing issue data, logs and production code and developing solutions

• Providing technical and subject-matter expertise into product behavior

• Contributing to team projects related to internal process improvements and tool creation

• Writing high-quality internal use-case guide documentation

What you'll need to thrive (Requirements)

• 3+ years of experience in advanced technical support, technical account management, or a related Engineering role.

• Strong software troubleshooting and debugging skills across full-stack technologies using tools such as IntelliJ, Android Studio, GraphQL, and Splunk and languages such as Java, and Kotlin.

• Significant experience with SQL and/or other querying languages for data analysis and diagnostics.

• Familiarity with mobile application development (Android and iOS).

• Excellent communication skills—capable of translating technical findings for diverse audiences.

• A process-minded individual who is always looking for ways to improve how work gets done.

• Experience directly querying and updating databases

• Knowledgeable in Java and/or frontend development with JavaScript/HTML.

Nice to Have

• Familiarity with emerging automation tools and AI applications.

• Experience managing or significantly contributing to an escalation or support operations function.

• Familiarity with Agile software development environments.

• Working experience in restaurants or related to restaurant operations.

What You’ll Work With

• Tools & Technologies: SQL Apache Spark, Snowflake, Splunk, Postman, Jira, Android Studio, IntelliJ, Android Studio, Github, Jira, XCode, TestFlight, Command Line/Bash, GitHub

• Languages: Postgres SQL, Splunk, Java, JavaScript, GraphQL

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.

**This role requires a minimum of two days per week in our Dublin office**

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 [email protected].

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