Analyst, Tech Support, Tim Hortons

Restaurant Brands International; Toronto; On-site; CAD 60,000 - 85,000; Full time

Job summary

Restaurant Brands International is seeking a Technical Support Analyst dedicated to ensuring operational excellence through effective technical support. The role involves diagnosing technical issues and collaborating with teams to enhance processes, impacting guest experiences across brand operations. Candidates should have strong troubleshooting skills and familiarity with tools such as Datadog and AWS. The position offers a dynamic work environment with opportunities for professional growth and a range of progressive benefits focused on wellness.

Benefits

Global paid parental leave program

Free telemedicine

Mental wellness support

Qualifications

• Experience with monitoring tools (Datadog preferred).
• Strong troubleshooting for software applications and APIs.
• Familiar with cloud technologies and agile methodologies.

Responsibilities

• Diagnose and resolve technical issues to minimize disruptions.
• Provide comprehensive application support and maintain documentation.
• Collaborate with teams to enhance support processes.

Skills

Troubleshooting skills

Incident management

Communication

Problem-solving

Collaboration

Education

Certifications in AWS, ITIL, or related fields

Tools

Datadog

AWS

IT Service Management (ITSM)

Job description

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 brands have been serving their guests, franchisees, and communities for decades. Through its Restaurant Brands for Good framework, RBI is committed to improving sustainable outcomes related to food, the planet, and people and communities.

RBI is dedicated to growing its brands by leveraging core values, employee and franchisee relationships, and a long track record of community support. Each brand benefits from global scale and shared best practices 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. You will directly impact restaurant operations and guest experiences by diagnosing and resolving technical issues, maintaining system health, and contributing to continuous improvement initiatives. Your ability to handle complex technical challenges and communicate effectively will enhance Tim Hortons' ability to deliver exceptional guest experiences across its brands.

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, prioritize and escalate complex or critical issues.
• Provide comprehensive application support, gaining deep knowledge of product workflows, common issues, known bugs, and FAQs.
• Utilize monitoring and diagnostic tools such as Datadog to proactively identify issues, troubleshoot, 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 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 fields.

Benefits include a focus on physical, mental, and financial wellness. We offer progressive benefits, including a global paid parental leave program, free telemedicine, and mental wellness support.

Restaurant Brands International and its affiliates are equal opportunity employers, committed to diversity and inclusion. Accommodation is available for applicants with disabilities upon request.