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Technical Support Analyst, Popeyes

Restaurant Brands International

Restaurant Brands International

IT, Customer Service
Miami, FL, USA
Posted on Wednesday, March 13, 2024

About Restaurant Brands International:

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. 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.


  • Oversee vendor support and assist, assess, and drive technical support requests to resolution.
  • Research, investigate and determine potential root cause of technical issues, using existing web portals, tools, dashboards to identify and engage correct teams to expedite resolution for deployed restaurant technology solutions.
  • Follow-up and ensure effective communication, resolution, and closure of requests. Drive engagement with vendors, onsite contacts, and all other stakeholders to expedite and restore services.
  • Complete proactive monitoring processes to ensure ongoing health and stability of restaurant technology solutions – using web portals, tools, dashboards, and existing vendor/escalation point support teams.
  • Compose, compile, and deliver technical documentation, processes, and reporting/analysis of data pertaining to role and duties.
  • Additional tasks or duties, as assigned by Management.
  • NOTE: This is not a help desk/service desk role.


  • Experience and/or background in facilitating and identifying technical solutions to issues.
  • Excellent verbal and written communication skills
  • Good organizational skills
  • Ability to self-direct, take ownership, and work independently to accomplish short- and long-term progress on projects and support items.
  • Reliable team player - able to work effectively with team to ensure coverage of incoming requests and all other tasks, as delegated.
  • Experience supporting the following a plus: point-of-sale (POS) systems, Indoor/Outdoor Digital menu boards, 3rd-Party mobile delivery platforms (UberEats, GrubHub, DoorDash, etc.)
  • Intermediate-Expert in Excel, Word, PowerPoint.
  • SQL knowledge a plus
  • Use of ticketing systems: ServiceNow and/or Jira
  • Ability to navigate and learn additional vendor tools, portals, dashboards, etc.


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.