Senior Software Engineer, Support AI

About Toast: 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.   Are you bready* for a change? (Team Info) The Support AI team is building voice and chat systems that handle customer support at scale—helping restaurants resolve issues quickly, often before they ever reach a human. This is high-impact, real-world AI. When these systems work well, customers get unblocked instantly. When they don’t, it directly affects a restaurant’s ability to operate. Accuracy, speed, and reliability aren’t nice-to-haves—they’re critical. We’re early in building these capabilities. Voice AI is launching, chat AI is improving, and we’re learning what actually drives better outcomes as we go. Many of the right answers haven’t been figured out yet. You’ll work in an environment where shipping fast, learning from real interactions, and building systems that scale all have to happen at once. You’ll put things into production to see what works, measure real customer outcomes, and iterate quickly—making pragmatic calls about when to move fast and when to invest for the long term. As a Senior Software Engineer on Support AI, you’ll drive projects end-to-end: building and evolving voice and chat systems, improving integrations based on production data, and scaling platforms that handle millions of customer interactions. You’ll work closely with product, support operations, and AI eng