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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.
RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
BK Assistant is Burger King's primary digital restaurant performance platform, designed to give franchisees, Restaurant General Managers, District Managers, and Area Restaurant Leaders a unified view of restaurant and portfolio performance. It consolidates multiple data sources into a single platform. Key dashboards in the platform include: the Franchisee Success Score, Financials, Digital Ordering performance & Uptime, Equipment Monitoring, and BK’s proprietary AI technology: DT Audio.
Together, BK Assistant and DT Audio represent the primary data interface between Burger King Corporate and its franchisee network making platform reliability, data accuracy, and operator trust central to system performance and franchisee engagement.
The Analyst, Data Integrity and Support, is the frontline owner of the support experience for BK Assistant and DT Audio. This role triages and resolves inbound support tickets from franchisees, RGMs, District Managers, and multi-unit managers, covering data quality issues, hardware troubleshooting, Franchisee Success Score metric discrepancies, training data sync failures, access issues, and alert configuration. Beyond ticket resolution, the Analyst identifies recurring issue patterns, translates them into actionable product and process insights, and partners with the BK Assistant Product team to drive systemic improvements that reduce ticket volume over time. The ideal candidate brings a balance of technical aptitude, operational empathy for restaurant operators, and a structured approach to root cause analysis and continuous improvement.
RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week out of our office in Miami, FL.
What You'll Do:
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Serve as the primary point of contact for all inbound support tickets from BK Assistant and DT Audio users across all user roles.
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Triage and resolve the core ticket categories, examples include:Franchisee Success Score metric discrepancies, DT Audio issues, Platform access and login failures, Alert configuration and accuracy
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Maintain clear audit trails and resolution documentation for all tickets within the Jira ticketing system.
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Conduct ongoing thematic analysis of ticket descriptions to surface recurring operator pain points before they become widespread issues.
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Distinguish between issues requiring product/engineering escalation versus those addressable through operator education, configuration changes, or documented workarounds.
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Proactively flag high-volume or high-impact issue clusters to the Product team & Partner with the BK Assistant Product team to translate support patterns into UX improvement recommendations
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Own escalation paths to Engineering, Data, and third-party vendors with clear issue documentation.
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Develop and maintain support response templates, FAQ content, and troubleshooting guides for the most common issue types with the explicit goal of reducing repeat ticket volume.
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Build and track support quality metrics: ticket resolution time, first-contact resolution rate, repeat ticket rate by issue type, and operator sentiment where measurable.
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Act as the voice of the operator within the BK Assistant product team, bringing support ticket patterns into sprint planning, roadmap conversations, and UX review sessions.
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Partner with the Training and Operations teams to ensure operator-facing documentation reflects current platform behavior, especially after product updates or LTO cycle changes.
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Coordinate with BKUnifiedSupport as needed to align triage logic, escalation paths, and operator-facing communication.
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Communicate issue status, outage updates, and resolution timelines to internal stakeholders and, where appropriate, directly to affected franchisees.
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Manage the support ticket queue and workflows in Jira Service Management.
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Use Microsoft Office 365 (Excel, PowerPoint, Outlook, Teams) for reporting, tracking, and stakeholder updates.
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Leverage Snowflake to investigate data pipeline issues.
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Monitor BK Audio hardware health through available dashboards.
What You'll Bring:
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2+ years of experience in a support, operations, or analyst role — ideally in a technology, restaurant technology, or retail operations context.
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Bachelor's degree in Business, Information Technology, Operations, or a related field; or equivalent work experience.
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Demonstrated ability to investigate data discrepancies: comfortable reading structured data exports or querying reports to validate what a user is seeing versus what the system actually contains.
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Strong written communication skills — able to write clear, empathetic responses to frustrated users and concise escalation summaries for engineering teams.
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Experience with enterprise ticketing systems (Jira, ServiceNow, or equivalent).
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Intermediate Excel skills; ability to independently slice, filter, and summarize ticket or operational data.
Extra Ingredients That Set You Apart:
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Familiarity with restaurant operations, franchisee business models, or QSR technology ecosystems.
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Experience supporting a multi-tenant SaaS or data platform where different user roles (GM, DM, Franchisee, Corporate) see different data views and have different permissions.
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Understanding of common data pipeline concepts — sync delays, source-of-record hierarchy, and roster/identity system integrations (e.g., FRUM, BKU, Workday).
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Exposure to Snowflake, Tableau, Amplitude, or similar BI/product analytics tools.
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Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.
