Senior Onboarding Technical Consultant, ENT

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.

A day in the life

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.

A Toast Enterprise Onboarding Technical Consultant is a passionate, process-focused professional with technical expertise in the entire suite of Toast Products for use in the Regional Mid-Market, Mid-Market and Enterprise line of business. The MM/ENT OTC’s primary function is to act as a guide for the technical configuration, documentation, and implementation of Toast’s largest customers. The OTC will alleviate pain points and ensure a seamless customer journey from Sales Handoff to RS handoff, by supporting the Onboarding Department and customers through complex technical implementation or configuration issues, and subsequently applying root cause analysis to address process, procedural and/or enablement gaps. They serve as the Onboarding team’s central technical escalation point and are considered Subject Matter Experts in the Toast system. They are a “Trusted Voice'' of Toast’s most up-to-date products, standard operating procedures and best practices to the greater Onboarding team and beyond and help to define product needs for Regional Mid-Market, Mid-Market and Enterprise customers.

An OTC must effectively and successfully solve & manage customer escalations and provide internal quality assurance sessions, bring internal tech initiatives to the finish line, act as a successful diplomat in cross-team relations, and be a leader on the OTC team.

OTC’s are expected to work autonomously under a team manager, and must be able to self-manage and self-prioritize their workload and cases based on customer need and Toast requirements.

What you'll do (Responsibilities)

• Has expert level knowledge of 
• Toast networking standards and hardware setup 
• Restaurant operations for single & multi-unit customers 
• Troubleshooting and issue resolution
• all POS modules, including MLM
• Configuration standards for integration partners
• Supports implementations of the Toast POS System for Toast’s most complex and largest customers by overseeing a multi-channel community of peer-to-peer technical support and acting as a final escalation point.
• Manages issues requiring Red Flag creation related to pre-live and go-live accounts
• Manages multiple MUO projects alongside an OC to ensure a successful implementation rollout strategy
• Partners with all Enterprise cross-functional teams
• Using Root Cause Analysis techniques, locates trends & blockers in the pre-live to live customer journey and plays an active role in tech-based initiatives to address them
• Provides in depth customer specific installation documentation for successful scalable rollouts

What you'll need to thrive (Requirements)

• Combined 6+ years experience in the POS or Tech industry preferred
• Expertise in all restaurant concept operations
• Willingness to travel 
• Excellent communication and project management skills
• Demonstrates attention to detail, strong organization and time management skills
• Highly motivated, passionate over achiever, team player, facilitator
• Ability to perform in a fast-paced environment
• Advanced ability to self-manage & self-prioritize multiple complex tasks at once
• Adaptability, strong work ethic, and professionalism during challenging situations

What will help you stand out (Nonessential Skills/Nice to Haves)

• Previous experience working at a restaurant
• Has worked with Toast Products 

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.

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.