[Remote] Senior Software Engineer, Support AI

Note: The job is a remote job and is open to candidates in USA. Toast is a company focused on building a restaurant platform that enhances operational efficiency. They are seeking a Senior Software Engineer for the Support AI team to develop voice and chat systems that improve customer support for restaurants, ensuring quick resolution of issues before they escalate.

Responsibilities

• Drive end-to-end development of voice and chat AI systems—from concept through production—owning the full lifecycle and iterating based on real customer and operational outcomes
• Build and evolve integrations with third-party AI platforms and internal Toast systems, making pragmatic decisions that balance speed, reliability, and long-term scalability
• Design and implement observability, monitoring, and outcome tracking for AI-powered support experiences—using production data to understand system performance and continuously improve customer outcomes
• Make technical decisions grounded in production data, customer feedback, and operational constraints—navigating ambiguity while building systems that scale
• Partner closely with product, support operations, and AI/ML engineering teams to translate ambiguous problems and workflows into robust, maintainable systems that drive measurable impact
• Contribute to technical design and architecture discussions, helping shape system design, tradeoffs, and engineering standards
• Mentor and support other engineers through code reviews, pairing, and technical guidance, fostering a culture of ownership, quality, and continuous improvement

Skills

• 5+ years of experience in software engineering, with a strong background building and maintaining production systems using Java, Kotlin, or other object-oriented languages
• Proven ability to own complex features or projects end-to-end, from design through production and iteration
• Experience building integrations with third-party APIs or platforms, especially in domains where reliability, latency, and vendor constraints matter
• Comfortable working in ambiguity and making pragmatic tradeoffs between shipping quickly and building for scale
• Strong collaborator who can work effectively across product, operations, and technical teams to deliver customer and business outcomes
• Proficient with AI tooling such as Cursor, Claude, and MCP servers
• Self-starter who takes ownership of problems, unblocks themselves, and drives work forward without waiting for perfect conditions

Benefits

• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Benefits
• Hybrid work model that fosters in-person collaboration while valuing individual needs
• Reasonable accommodations for persons with disabilities to enable them to access the hiring process

Company Overview

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