Principal Technical Writer

About this role

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 customer-facing teams to understand business objectives, pain points, and implementation barriers.
- Build and implement AI documentation generation infrastructure, establish evaluation frameworks to verify content quality, and advocate for AI tool adoption to accelerate discovery and shape how we document at scale.
- Collaborate as a strategic leader in developing documentation practice, focused on business enablement writing and AI-driven product documentation infrastructure.
-...