Analyst, Data Integrity and Support, Burger King

Key Responsibilities

• Serve as the primary point of contact for all inbound support tickets from BK Assistant and DT Audio users across all roles.
• Triage and resolve core ticket categories such as 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.
• Distinguish between issues requiring product/engineering escalation versus those addressable through operator education or documented workarounds.
• Proactively flag high-volume or high-impact issue clusters to the Product team and 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 goal of reducing repeat ticket volume.
• Build and track support quality metrics: ticket resolution time, first‑contact resolution rate, repeat ticket rate by issue type, and operator sentiment where measurable.
• 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.
• Partner with the Training and Operations teams to ensure operator‑facing documentation reflects current platform behavior.
• Coordinate with BK Unified Support as needed to align triage logic, escalation paths, and operator‑facing communication.
• Communicate issue status, outage updates, and resolution timelines to internal stakeholders and, where appropriate, directly to affected franchisees.
• Manage the support ticket queue and workflows in Jira Service Management.
• Use Microsoft Office 365 for reporting, tracking, and stakeholder updates.
• Leverage Snowflake to investigate data pipeline issues and monitor BK Audio hardware health through available dashboards.

• 2+ years of experience in a support, operations, or analyst role, ideally in technology, restaurant technology, or retail operations.
• Bachelor's degree in Business, Information Technology, Operations, or related field; or equivalent work experience.
• Demonstrated ability to investigate data discrepancies and validate what users see versus system data.
• Strong written communication skills for empathetic responses and concise escalation summaries.
• Experience with enterprise ticketing systems such as Jira or Service Now.
• Intermediate Excel skills; ability to slice, filter, and summarize data independently.

• Familiarity with restaurant operations, franchisee business models, or QSR technology ecosystems.
• Experience supporting a multi‑tenant SaaS or data platform with role‑based data views.
• Understanding of common data pipeline concepts – sync delays, source‑of‑record hierarchy, roster/identity system integrations.
• Exposure to Snowflake, Tableau, Amplitude, or similar BI/product analytics tools.

On‑site in Miami, FL. RBI follows a five‑day, in‑office work schedule to support collaboration.

RBI offers a comprehensive global paid parental leave program, free telemedicine and mental wellness support, among other physical, mental, and financial wellness benefits.

Restaurant Brands International and all its affiliated companies 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, veteran status, or any other characteristic protected by federal, state, or local law. Accommodation is available for applicants with disabilities upon request.