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Technical Escalation Engineer

1 month ago

Dublin, Dublin City, Ireland Toast Full time

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Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

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.

About this role (Responsibilities)

  • Triage and investigate complex technical usability issues, questions, and service requests
  • Coordinate with Engineering teams to drive action and resolution of issues, tasks, and bugs
  • Analyze issue data, monitor trends, and develop solutions
  • Provide technical insight into product behavior
  • Contribute to team projects related to internal process improvements
  • Write high-quality internal use-case guide documentation

Do you have the right ingredients? (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
  • 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.
Nice to Have
  • Knowledgeable in Java and/or frontend development with JavaScript/HTML.
  • 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: Apache Spark, Snowflake, Splunk, Postman, Jira, Android Studio, IntelliJ, Github, XCode, TestFlight, Command Line/Bash

Our Spread of Total Rewards

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.

*Bread puns encouraged but not required

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, visit https://careers.toasttab.com/locations-toast.

Apply today

Toast is committed to creating an accessible and inclusive hiring process. We strive to provide reasonable accommodations for persons with disabilities to enable access to the application and interview process. If you need an accommodation, please contact [emailprotected].

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