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Principal Analytics Engineer

Toast, Inc.Boston, MA
On-site Full-time $138K/yr - $221K/yr

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Experience Level

Mid to Senior

Qualifications

Ideal candidates will possess strong analytical skills, experience with data modeling, and a solid understanding of metrics standardization. Proficiency in dbt and familiarity with data validation frameworks are highly desirable. You should be comfortable working in a collaborative environment and have the ability to communicate complex data concepts to non-technical stakeholders.

About the job

Toast is revolutionizing the restaurant industry by providing cutting-edge technology designed to empower restaurants and local businesses in a digital landscape. Our solutions enable business owners to streamline operations, boost sales, engage customers, and enhance employee satisfaction.

About Toast

At Toast, we are committed to building a comprehensive restaurant platform that equips establishments to adapt, take control, and thrive in a competitive market. The Customer Success (CS) organization is integral to our mission, ensuring that customers maximize the value of our products while we enhance our data capabilities to usher in a new era of proactive, data-driven customer engagement.

The CS Data & Analytics team is central to this transformation, designing the data infrastructure that enables proactive, data-informed engagement across approximately 150,000 restaurant locations.

Role Overview

Join us as a foundational member of a newly established data engineering function within Customer Success. You will have the unique opportunity to influence the architecture, tools, domain model, and team culture from inception. This is a rare chance to create something from the ground up, with direct visibility to VP and senior CS leadership.

As an Analytics Engineer on the Customer Success Data & Analytics team, you will connect raw data to actionable business insights. You will develop the semantic layer, dbt models, and analytics datasets that drive reporting, dashboards, and AI-enhanced workflows throughout the CS organization. Reporting to the Director of Data Infrastructure & Engineering, you will collaborate closely with Data Engineers, Analysts, and CS operations leaders to ensure that data is not only available but also reliable, consistent, and primed for decision-making.

This hands-on role focuses on data modeling, metrics standardization, and analytics infrastructure, directly contributing to CS outcomes like customer retention, agent performance, and proactive customer engagement.

A Day in the Life (Responsibilities)

  • Develop and manage dbt models that convert raw CS source data from platforms like Salesforce, Five9, Intercom, NICE, and LevelAI into clean, analytics-ready datasets across various CS domains, including Customer 360, case management, omnichannel interactions, and agent performance.
  • Design and oversee the semantic and metrics layer for critical CS KPIs, such as customer health scores, CSAT, case resolution rates, handle time, and retention signals, ensuring uniform definitions across all reporting channels.
  • Collaborate with CS analysts and business stakeholders to translate reporting requirements into reusable and well-documented data models.
  • Implement data testing, validation, and observability frameworks to ensure data accuracy and reliability.

About Toast, Inc.

Toast is at the forefront of transforming the restaurant industry through innovative technology solutions that empower local businesses. Our platform is designed to help restaurants thrive in a digital world, providing tools that enhance operational efficiency and customer engagement.

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