The Senior Analyst, Restaurant Technology Support, oversees the resolution of technical support requests, ensuring the stability and health of restaurant technology systems. This role focuses on proactive monitoring, root cause analysis, and stakeholder engagement to expedite and restore services for deployed solutions. The ideal candidate will have a technical background, strong problem-solving skills, and the ability to work collaboratively across teams and vendors.
RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week out of our office in
Miami, FL. As well as occasional trips to stores.
What You'll Do:
Technical Support & Resolution:- Oversee vendor support processes, ensuring effective handling of technical support requests and driving issues to resolution.
- Research and investigate the root causes of technical issues using tools, dashboards, and web portals, engaging the appropriate teams to expedite resolution.
- Follow up on support requests, maintaining effective communication and ensuring timely resolution and closure.
Monitoring & Documentation:- Perform proactive monitoring of restaurant technology systems to maintain ongoing health and stability.
- Use dashboards, tools, and escalation processes to ensure systems are functioning optimally.
- Create, compile, and deliver technical documentation, reports, and analyses related to system performance and support activities.
Stakeholder Engagement:- Drive engagement with vendors, on-site contacts, and stakeholders to address and resolve technical challenges.
- Collaborate with cross-functional teams to enhance the overall performance of restaurant technology solutions.
- Communicate issue status, project updates, and resolutions effectively to all relevant stakeholders.
Additional Responsibilities:- Support systems such as point-of-sale (POS) systems, digital menu boards, and third-party delivery platforms (UberEats, GrubHub, DoorDash, etc.).
- Contribute to the refinement of existing tools and processes, ensuring scalability and improved functionality.
What You Bring:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Experience with enterprise tools such as ServiceNow, Jira, and Microsoft Office Suite (Excel, Word, PowerPoint).
- Strong verbal and written communication skills, with the ability to convey technical concepts to diverse audiences.
- Demonstrated ability to self-direct, manage multiple tasks, and work collaboratively as part of a team.
- Experience with release cycles, environment configurations, and CI/CD tools like CircleCI.
- Familiarity with feature flag management systems such as LaunchDarkly and CMS tools like Sanity.
- Previous experience in QA testing practices and processes.
- Background in troubleshooting and maintaining restaurant technology systems.
- Rotating weekend coverage for high-priority issue monitoring.
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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.
