Job Description
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.
GTM Experiences defines how Toast engages with supports and grows customers across their entire lifecycle. This organization brings together Onboarding Support and Product-Led Growth (PLG) into a unified group responsible for designing and delivering a cohesive end-to-end customer experience powered by intelligent systems and agents.
This team builds the platforms and experiences that shape how customers discover value get started receive help and expand their use of Toast. We operate at the intersection of customer experience agent experience and product experience developing systems that enable seamless transitions across lifecycle stages and channels.
GTM Experiences owns a broad ecosystem that includes customer onboarding journeys and activation systems product-led growth surfaces and in-product engagement customer support experiences and agent tooling communications and engagement infrastructure and AI-powered and agent-assisted lifecycle capabilities.
As Toast continues to grow we are reimagining the customer lifecycle as a connected intelligent platform rather than a set of siloed experiences. GTM Experiences plays a critical role in defining how these systems come together to deliver consistent scalable and high-quality experiences from first touch through long-term success.
About This Role
We are building the Customer Experience Platform that will define how Toast engages supports and grows customers at scale.
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.
A day in the life (Responsibilities)
- 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.
What you'll need to thrive (Requirements)
- 10+ years of experience in software engineering with a strong background building and evolving large-scale distributed systems and customer-facing platforms.
- 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.
- Proven ability to lead high-impact architectural decisions and guide organizations through complex technical transitions.
- Experience influencing technical direction across teams and collaborating with product design and operational partners to deliver meaningful business outcomes.
- Strong communication skills and the ability to articulate complex technical ideas clearly to both technical and non-technical stakeholders.
- A track record of mentoring senior engineers and raising the engineering bar within an organization.
- Experience working on customer experience platforms workflow systems or other complex operational software environments is strongly preferred.
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.
#LI-REMOTE
The base salary range for this role is listed below. The starting salary will be determined based on skills experience and geographic location. In addition to base salary our total rewards components include cash compensation (overtime bonus/commissions if eligible) equity and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
How Toast Uses AI in its Hiring Process
Throughout the hiring process our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking summarization and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring
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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For roles in the United States it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Skills Required
- 10+ years of experience in software engineering
- Strong background building and evolving large-scale distributed systems and customer-facing platforms
- Experience defining technical strategy or architecture for complex platforms
- Strong systems thinking and platform design experience
- Proven ability to lead high-impact architectural decisions
- Experience collaborating with product design and operational partners
- Strong communication skills
- A track record of mentoring senior engineers
- Experience working on customer experience platforms or workflow systems
What the Team is Saying
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Toast Compensation & Benefits Highlights
- Parental & Family Support—Paid parental/family/medical leave is extensive featuring 16 weeks for all parents with additional time for birthing parents alongside fertility guidance/stipends and subsidized backup child/adult care.
- Leave & Time Off Breadth—Flexible PTO paid company holidays and a paid sabbatical available after five years expand rest options and long‑term renewal.
- Wellbeing & Lifestyle Benefits—No‑cost therapy and coaching a wellness stipend financial education work‑enablement and professional development stipends donation matching and preferred pet‑insurance pricing support holistic wellbeing.
Toast Insights
What We Do
Toast is the all-in-one platform built for restaurants of all sizes. Toast provides a single platform of software as a service (SaaS) products and financial technology solutions that give restaurants everything they need to run their business including point of sale payments supplier management digital ordering and delivery marketing and loyalty and team management. By serving as the restaurant operating system across dine-in takeout and delivery channels Toast helps restaurants increase revenue streamline operations and deliver amazing guest experiences.
Why Work With Us
Our recipe for an awesome workplace: One splash of friendship A dollop of impact A sprinkle of no hierarchy & A heavy spoonful of individuality Mix these ingredients in a fast-paced and hardworking environment. Best paired with a side of interesting people who always bring their whole selves to work. *100% Sunday scary free
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Toast Teams
Toast Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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Date Posted
05/19/2026
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