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.
As a Analyst, Product Support, you will play a key role in supporting products managed by the Product Innovation team. Your primary responsibility is to respond to support inquiries from franchisees, field team members, and other users, ensuring they receive accurate, timely, and professional assistance. You will also support the successful rollout of new products by conducting QA testing prior to release and may be asked to validate data sources that power the tools. This role bridges the gap between the product planning function and the technical implementation, making it ideal for someone who enjoys troubleshooting, has strong communication skills, and is comfortable working across cross-functional teams.
Role & Responsibilities
- Serve as the first point of contact for product-related support inquiries from franchisees, field team members, and internal users.
- Investigate, troubleshoot, and resolve user issues independently, escalating to technical or product leads when necessary.
- Maintain clear, professional communication with users to ensure timely and helpful responses.
- Develop and maintain support documentation, FAQs, and troubleshooting guides in Confluence to promote self-service and operational efficiency.
- Conduct QA testing on new product features before release, working closely with Product Managers and development teams.
- Identify and document bugs, inconsistencies, and edge cases during testing cycles.
- Partner with technical teams to clarify requirements and ensure that releases meet quality standards.
- Write and run SQL queries to validate data behavior in Snowflake and support investigations into data-related issues.
- Collaborate with Data Engineering to ensure accuracy and reliability of data sources that power new and existing products.
- Assist in developing checks and test plans for validating key data flows during product rollout.
- Work closely with Product Managers to understand feature intent and rollout plans.
- Coordinate with Interface Architecture and Data Engineering teams to escalate issues, clarify questions, and close feedback loops quickly.
- Help enforce best practices in documentation, testing, and support workflows across the product lifecycle.
Qualifications & Skills
- Bachelor's degree in a relevant field or equivalent experience.
- Strong problem-solving and analytical skills with a curious, self-directed mindset.
- Clear and professional communication skills, especially in explaining issues and resolutions to non-technical users.
- Ability to work independently while coordinating effectively with technical and product teams.
- Detail-oriented, with a strong sense of accountability for documentation, testing, and follow-through.
- Experience with any of the following is a plus, but not required: Jira, Confluence, Snowflake, Retool, QA testing processes.
#BurgerKing
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.
