Analyst, Data Integrity and Support, Burger King

Analyst, Data Integrity and Support

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.

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:

• Serve as the primary point of contact for all inbound support tickets from BK Assistant and DT Audio users across all user roles.
• 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
• Maintain clear audit trails and resolution documentation for all tickets within the Jira ticketing system.
• Conduct ongoing thematic analysis of ticket descriptions to surface recurring operator pain points before they become widespread issues.
• Distinguish between issues requiring product/engineering escalation versus those addressable through operator education, configuration changes, or documented workarounds.
• 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
• Own escalation paths to Engineering, Data, and third-party vendors with clear issue documentation.
• 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.
• Build…