System Admin for Support Tooling

Toast

About The Position

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? The CS System Administrator will play a key role in ensuring our customer support platforms—primarily Intercom and Salesforce—run smoothly and evolve with the needs of our agents and customers. You’ll maintain platform configurations, support incident response, manage bug intake, and build no-/low-code workflows that improve the support experience.

Requirements

1–2+ years experience in system administration, IT ops, support ops, or configuring no-/low-code platforms
Fast learner able to develop deep expertise in new systems quickly .
Highly organized with experience managing intake, ticketing, or prioritization workflows.
Strong problem-solving skills with the ability to triage issues across multiple systems.
Technical aptitude: comfort with workflow builders and foundational understanding of APIs or integrations.
Clear communicator who can translate technical details to non-technical teams.
Detail-oriented with an ability to keep the bigger picture in mind.

Nice To Haves

Experience with workflow builders or low code chat platforms like Intercom or Drift
Experience contact center platforms
Familiarity with data tools (Sigma, Hex, Lookr)
Basic scripting or API experience
Background supporting Customer Support or Operations teams.

Responsibilities

Administer and maintain support systems including user setup, permissions, and configuration updates .
Serve as a technical SME on Intercom and emerging contact center tooling—what features exist, how they work, and how best to use them .
Build, test, and update no-/low-code workflows and routing logic for customer and agent journeys.
Create and maintain reporting views and dashboards to monitor system performance, routing behavior, and support metrics.
Establish and manage a structured intake process for bugs and feature requests; triage issues and determine when to fix, escalate, or route to engineering.
Partner with vendors (e.g., Intercom) to report, validate, and track bugs through resolution.
Support incident response, including monitoring alerts, communicating outages, and coordinating with cross-functional teams.
Create test plans and perform testing for new releases in Intercom and other no/low-code contact center platforms.
Document platform configurations, processes, and system behavior for internal use.

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