Principal Technical Writer

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. About the role: As Principal Technical Writer, you will work with customer-facing technical teams to design and deliver product information that enables enterprise customers to self-implement and self-support. You'll understand business operations goals, identify jobs-to-be-done, develop AI frameworks, and write documentation and enablement materials that enterprise customers need to succeed. This role combines audience research with strategic building: setting documentation standards, designing AI-driven content generation infrastructure, and creating evaluation frameworks that ensure quality at scale. You will have product coverage responsibility for a broad set of functionality areas, selected based on customer needs and your discovery work. For example, product coverage areas might include menu configuration, multi-location management, or enterprise configuration controls. A day in the life (Responsibilities): Remove obstacles to self-implementation and self-support for complex customer businesses by designing and writing cross-cutting enablement documentation. Write for enterprise customer technical leadership and support teams, producing implementation guides, architecture overviews, integration patterns, and best practices. Use research, interviews, and collaboration with Toast custome