At Red Robin, we're not your typical American burger restaurant. Our fans love us for our quirky, irreverent personality, and the way we add an unexpected wink of fun to whatever we do. From our outrageously delicious burgers and unique drinks to our fun surroundings, we're constantly striving to make our guests happy. It's the stuff that makes you smile and makes you want to come back every time.
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Support & Development Analyst - Product & Guest

CO - Greenwood Village (Home Office)
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Job Description

Based out of our Home Office in Greenwood Village, CO, this entry level software development role is a unique opportunity for individuals who have experience working in IT or a technical role but have little to no experience writing code. In addition to support and configuration duties, the successful candidate will work side-by-side with software engineers and engage in self-study to explore a career in software development/engineering while actively contributing deliverables. While this role does not require previous software engineering/development experience, we are looking for someone who has a strong, demonstrated interest in pursuing this career path.


  • Serves as primary support contact for all issues forwarded to the IT Product and Guest Team. He/she will resolve most issues and triage the rest, ensuring all are brought to a successful resolution with high customer satisfaction. Additionally, he/she will look for opportunities to enable the help desk through documentation and/or training.
  • Conducts all set-up, documentation and may lead user acceptance testing (UAT) for Red Robin Royalty (Loyalty) offers.
  • Functions as an “Engineering Apprentice” to the IT Product & Guest Software Engineering Team. In this role, he/she will work with all our engineering specialties (including back-end web services & API development, front-end web development and Salesforce Development).
  • Manages the IT Product & Guest support ticket queue using Service Now.
  • Identifies, researches and diagnoses production issues such as defects, questionable functions, errors and inconsistencies in system functions, outputs and content.
  • Provides exceptional customer service to Field and Home Office Team Members whose tickets are assigned to the IT Product & Guest team.
  • Works with Vendors and/or other Team Members to solve issues that result in service tickets.
  • Proactively seeks opportunities to train and empower help desk Team Members to resolve more tickets without the need to escalate.
  • Documents and configures Royalty offers in a test environment, monitors QA and may conduct UAT.
  • Actively participates in engineering tasks/projects and produces prescribed deliverables.
  • Engages in self-study and/or training to learn software engineering skills specified by the Business Relationship Director and/or Business Solutions Architect.
  • Executes tests – unit, system and integration – for his/her code as well as peer reviews of other developer’s code.
  • May assist QA Engineers in the development of test cases.
  • Adheres to organizational ITIL and ITSM standards.


  • Bachelor’s degree (or equivalent work experience) in Business, Computer Science, or a related field
  • Strong understanding of IT operations and IT integration lifecycles, templates and methodologies.
  • Analyzes and tackles problems with a logical and methodical delivery approach.
  • Asks probing questions. Listens attentively to understand others’ needs, ideas and concerns.
  • Proven ability to think strategically and to communicate the strategy to others.
  • Ownership mentality and growth mindset.
  • Proactively seeks and is open to feedback from others.
  • Stays focused under pressure.
  • Follows through on commitments.
  • Displays appropriate balance of humility and confidence.
  • Treats others with genuine care and respect.
  • Can operate independently and knows when to ask for help.
  • Spots and nurtures opportunities for collaboration and input.
  • Encourages open discussion and debate.
  • Exhibits excellent customer service skills.
  • Desire to take on tough challenges and find creative solutions to address them.
  • Familiarity with any of the following is desired:
    • Aloha Loyalty (or other Loyalty Platform)
    • Adobe Experience Manger (or other CMS)
    • Salesforce Service Cloud or Marketing Cloud
    • XML
    • HTML
    • JSON
    • Java
    • JavaScript
    • AngularJS



Red Robin is an Equal Opportunity & E-Verify Employer


Skills & Requirements Qualifications