Analyst, Tech Support, Tim Hortons

2105 The TDL Group Corp./ Groupe TDL Corporation; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

A global food service leader is seeking a Technical Support Analyst in Toronto to provide prompt technical support and ensure operational excellence. This role involves resolving technical issues, maintaining system health, and collaborating with cross-functional teams. Ideal candidates should possess experience with monitoring tools, strong troubleshooting skills, and be able to communicate technical solutions effectively.

Benefits

Comprehensive global paid parental leave

Free telemedicine and mental wellness support

Qualifications

• Experience providing technical support within retail or hospitality industries.
• Familiarity with cloud technologies and basic scripting.
• Ability to work effectively in fast-paced environments.

Responsibilities

• Act as the primary point of contact for technical support issues.
• Triage incoming incidents and prioritize complex issues.
• Utilize monitoring tools to identify issues proactively.

Skills

Monitoring and observability tools (Datadog preferred)

Strong troubleshooting skills

Excellent communication skills

Understanding of agile methodologies

Collaborative approach

Education

AWS or ITIL certifications

Tools

AWS

IT Service Management tools

Job description

Analyst, Tech Support, Tim Hortons page is loaded

Analyst, Tech Support, Tim Hortons

Apply locations Corp - Toronto Corporate Office time type Full time posted on Posted Yesterday job requisition id R2150

Ready to make your next big professional move? Join us on our journey to achieve our big dream of buildingthe 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 billionin 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.

The Technical Support Analyst plays a vital role in ensuring operational excellence by providing prompt, effective, and insightful technical support. In this role, you will directly impact our restaurant operations and guest experiences by swiftly diagnosing and resolving technical issues, maintaining system health, and contributing to continuous improvement initiatives. Your ability to handle complex technical challenges, along with exceptional communication skills, will enhance Tim Hortons ability to deliver exceptional guest experiences across its brands.

This position is onsite based at our Toronto office.

Role & Responsibilities:

• Act as the primary point of contact for technical support issues, accurately diagnosing and resolving problems to minimize business disruptions.
• Triage incoming incidents, efficiently prioritizing and escalating complex or critical issues.
• Provide comprehensive application support, gaining deep knowledge of product workflows, common issues, known bugs, and frequently asked questions.
• Utilize monitoring and diagnostic tools such as Datadog to proactively identify issues, perform troubleshooting, and ensure swift resolution.
• Collaborate with cross-functional teams, including Product, Engineering, and Operations, to document and resolve recurring issues.
• Maintain detailed documentation and contribute to knowledge bases, FAQs, and troubleshooting guides.
• Support Infrastructure operations by assisting Site Reliability Engineering (SRE) teams in maintaining system reliability and uptime.
• Continuously improve support processes, tools, and documentation to enhance overall support effectiveness.

Qualifications:

• Experience with monitoring and observability tools (Datadog preferred).
• Proficiency in incident management and triage methodologies.
• Strong troubleshooting skills for software applications, APIs, and infrastructure-related issues.
• Familiarity with cloud technologies (AWS, Lambda, DynamoDB).
• Working knowledge of RESTful APIs or GraphQL and basic scripting.
• Understanding of agile methodologies (Scrum, Kanban).
• Excellent communication skills, capable of clearly articulating technical solutions to diverse audiences.
• Strong problem-solving capabilities, able to identify root causes and implement effective solutions.
• Ability to work effectively in fast-paced, dynamic environments.
• Collaborative approach, working closely with various internal stakeholders.
• Demonstrated commitment to continuous learning and skill enhancement.
• Experience providing technical support within retail, hospitality, or quick-service restaurant industries.
• Familiarity with IT Service Management (ITSM) tools and practices.
• Prior exposure to Site Reliability Engineering (SRE) principles or infrastructure support.
• Certifications in AWS, ITIL, or related technical fields.

#TimHortons

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.

Why work here?

Looking for high impact work in a fast paced and ever changing environment? Then you have come to the right place. RBI is consistently looking for individuals with a passion to learn and desire to make change.

Get In Touch

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

About Us

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.