Senior Principal Software Engineer (Support Tech)

• As a Senior Principal Engineer for GTM Experiences, you will serve as the LOB-level technical leader responsible for defining and driving the multi-year strategy that shapes how Toast delivers experiences across onboarding, support, and product-led growth
• You will translate business strategy into coherent technical direction, align engineering investments with measurable customer and operational outcomes, and guide the architectural evolution to create a seamless customer journey
• This role extends beyond ownership of individual systems or services
• You will help define how lifecycle stages connect into a unified experience and drive platform level decisions that unlock business outcomes
• You will help define how core components of the support ecosystem — including AI-assisted capabilities, contact center infrastructure, agent tooling, and customer-facing support experiences — work together as a unified platform
• You will partner closely with engineering, product, design, Care, Onboarding, and Growth leadership to establish a shared technical vision, make high-impact architectural decisions, and ensure that our platform scales with increasing complexity while improving customer outcomes
• Success in this role requires strong systems thinking, platform design expertise, and the ability to operate across organizational boundaries
• You will bring clarity to a complex ecosystem, drive alignment across teams, and ensure our investments translate into measurable improvements in customer activation, retention, and support quality
• Define and drive the multi-year technical strategy for the GTM Experiences LOB, ensuring alignment with company goals and long-term customer experience outcomes
• Lead architectural direction for critical platform capabilities that support customer and agent experiences, including contact center infrastructure, AI-assisted support systems, internal agent tooling, onboarding and activation systems, product-led growth experiences
• Evaluate and de-risk major technical investments such as platform migrations, vendor integrations, and large-scale architectural changes
• Ensure that systems across onboarding, support, and growth operate as a cohesive, extensible platform rather than disconnected point solutions
• Partner with product, design, Care, Onboarding, and Growth leadership to translate strategic goals into scalable technical solutions that improve outcomes and operational efficiency
• Establish architectural principles and engineering standards that support long-term platform scalability, flexibility, and velocity
• Provide technical leadership and mentorship to senior engineers, helping raise the overall engineering bar across the GTM Experiences 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

Benefits

• Peer and company recognition programs
• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

• 10+ years of experience in software engineering, with a strong background building and evolving large-scale distributed systems and customer-facing platforms
• Experience influencing technical direction across teams and collaborating with product, design, and operational partners to deliver meaningful business outcomes
• 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
• Strong communication skills and the ability to articulate complex technical ideas clearly to both technical and non-technical stakeholders
• Proven ability to lead high-impact architectural decisions and guide organizations through complex technical transitions
• Experience working on customer experience platforms, workflow systems, or other complex operational software environments is strongly preferred
• A track record of mentoring senior engineers and raising the engineering bar within an organization