Analyst, Tech Support, Tim Hortons

**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.

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.
- 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.
- 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.

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.