Analyst, Data Integrity and Support, Burger King

What You'll Do

• Serve as the primary point of contact for all inbound support tickets from BK Assistant and DT Audio users across all user roles.
• Triage and resolve the core ticket categories, examples include: Franchisee Success Score metric discrepancies, DT Audio issues, Platform access and login failures, Alert configuration and accuracy.
• Maintain clear audit trails and resolution documentation for all tickets within the Jira ticketing system.
• Conduct ongoing thematic analysis of ticket descriptions to surface recurring operator pain points before they become widespread issues.
• Distinguish between issues requiring product/engineering escalation versus those addressable through operator education, configuration changes, or documented workarounds.
• Proactively flag high-volume or high-impact issue clusters to the Product team & Partner with the BK Assistant Product team to translate support patterns into UX improvement recommendations.
• Own escalation paths to Engineering, Data, and third-party vendors with clear issue documentation.
• Develop and maintain support response templates, FAQ content, and troubleshooting guides for the most common issue types with the explicit goal of reducing repeat ticket volume.
• Build and track support quality metrics: ticket resolution time, first-contact resolution rate, repeat ticket rate by issue type, and operator sentiment where measurable.
• Act as the voice of the operator within the BK Assistant product team, bringing support ticket patterns into sprint planning, roadmap conversations, and UX review sessions.
• Partner with the Training and Operations teams to ensure operator-facing documentation reflects current platform behavior, especially after product updates or LTO cycle changes.
• Coordinate with BKUnifiedSupport as needed to align triage logic, escalation paths, and operator-facing communication.
• Communicate issue status, outage updates, and resolution timelines to internal stakeholders and, where appropriate, directly to affected franchisees.
• Manage the support ticket queue and workflows in Jira Service Management.
• Use Microsoft Office 365 (Excel, PowerPoint, Outlook, Teams) for reporting, tracking, and stakeholder updates.
• Leverage Snowflake to investigate data pipeline issues.
• Monitor BK Audio hardware health through available dashboards.

What You'll Bring

• 2+ years of experience in a support, operations, or analyst role — ideally in a technology, restaurant technology, or retail operations context.
• Bachelor's degree in Business, Information Technology, Operations, or a related field; or equivalent work experience.
• Demonstrated ability to investigate data discrepancies: comfortable reading structured data exports or querying reports to validate what a user is seeing versus what the system actually contains.
• Strong written communication skills — able to write clear, empathetic responses to frustrated users and concise escalation summaries for engineering teams.
• Experience with enterprise ticketing systems (Jira, ServiceNow, or equivalent).
• Intermediate Excel skills; ability to independently slice, filter, and summarize ticket or operational data.

Extra Ingredients That Set You Apart

• Familiarity with restaurant operations, franchisee business models, or QSR technology ecosystems.
• Experience supporting a multi-tenant SaaS or data platform where different user roles (GM, DM, Franchisee, Corporate) see different data views and have different permissions.
• Understanding of common data pipeline concepts — sync delays, source-of-record hierarchy, and roster/identity system integrations (e.g., FRUM, BKU, Workday).
• Exposure to Snowflake, Tableau, Amplitude, or similar BI/product analytics tools.

Benefits

• Comprehensive global paid parental leave program that supports employees as they expand their families.
• Free telemedicine and mental wellness support.