Job Description

Toast is recruiting on behalf of this company for a Customer Service Developer to support and elevate customer experiences within a dynamic SaaS environment. This role is ideal for someone with a technical foundation in SAP and AI, who is passionate about enabling customers and translating complex systems into meaningful business outcomes.

The company is committed to building inclusive, diverse teams and values professionals who bring curiosity, resilience, and empathy to their work. This role will be a key member of the Customer Success team, bridging technical product knowledge with exceptional customer engagement, ensuring the platform delivers real value across every interaction.

Responsibilities

Technical Troubleshooting & Support

Triage and resolve Tier 1 and Tier 2 issues involving AI platforms, SAP integrations, and customer-specific configurations
Reproduce issues, review logs and data payloads, and assess if root causes lie in configuration, data quality, workflow design, or defects
Investigate and analyze SAP technical and functional errors, including data validation across MM, FI/AP modules

SAP Functional & Data Analysis

Interpret SAP master and transactional data (e.g., purchase orders, invoices, material/vendor records)
Help customers understand SAP behaviour and how it affects AI workflows
Analyze variances and recommend corrective actions

AI Workflow & Configuration Support

Review routing logic, business rules, and workflow steps for accuracy
Perform and validate configuration changes under guidance
Support feature release testing and platform validation

Cross-Functional Collaboration

Work closely with Development, Product, and Delivery teams to document technical issues and coordinate resolutions
Assist Delivery teams during customer go-lives to ensure a smooth transition
Provide insights to Product Management on patterns, product gaps, and enhancements

Customer Engagement & Enablement

Deliver onboarding, product walkthroughs, and ongoing support to customer users and administrators
Monitor platform usage to identify adoption issues or training opportunities
Guide customers through the implications of SAP or workflow changes

Documentation & Continuous Improvement

Keep detailed notes on customer interactions, resolutions, and histories in support tools
Contribute to internal and external knowledge bases and playbooks
Suggest improvements to internal workflows and support systems based on observed trends

Requirements

3–5 years of experience in customer support, service, or systems implementation
Experience developing SAP Fiori/UI5 applications and working with SAP CAP or BTP services
Familiarity with supply chain or procurement processes is an asset
Demonstrated problem-solving skills and a proactive, empathetic mindset
Strong analytical abilities, capable of turning usage data into actionable insights
Comfortable managing multiple tasks and communicating across technical and non-technical teams
Excellent verbal and written communication skills, with a talent for simplifying complex topics for diverse audiences

Benefits

A remote-first workplace with flexibility and autonomy
A collaborative environment that encourages continuous learning and professional development
Opportunities to work on meaningful projects that impact customers directly
A commitment to inclusive hiring and supporting women in technology
A design-driven, customer-focused approach to product development and problem solving
Occasional in-person meetings to foster team connection and collaboration

Customer Service Developer, SAP/AI