What are the responsibilities and job description for the Technical Services Analyst position at Burn Boot Camp?
Position Overview
Burn Boot Camp is seeking a detail-oriented and technically skilled Technical Services Analyst to support our in-gym systems and core business platforms. This role ensures system accuracy, smooth operations, and a positive experience for Franchise Partners and Members. The Technical Services Analyst specializes in in-gym technology platforms, including Mindbody, DOMO, LoopSpark, and the Burn App, while also providing Tier One and Tier Two support for retail and nutrition systems. This is a critical role that helps the Technical Services team maintain system reliability, streamline processes, and support technology projects across the franchise system.
Accountability
- Provide technical support for in-gym systems and core platforms
- Troubleshoot and resolve system issues for Franchise Partners and members
- Serve as escalation point for complex technical cases
- Maintain and improve system processes and documentation
- Support technology projects and new system implementations
- Assist with cross system support including retail and nutrition platforms
Roles and Responsibilities
In-Gym Technical Support (Tier 3 Focus):
- Serve as the lead technical contact for Burn Boot Camp operational platforms, including Mindbody, DOMO, and the Burn App.
- Provide advanced troubleshooting, configuration, and process improvement across systems.
- Act as a liaison for system improvements and vendor collaboration.
Cross-System Support (Tier 1 and 2):
- Respond to and resolve inbound tickets related to B2B and B2C systems and orders.
- Escalate Tier 3 technical issues to the appropriate subject matter expert or vendor.
System Optimization & Process Development:
- Identify recurring issues and recommend scalable, system-level solutions.
- Contribute to technical documentation, SOPs, and internal knowledge bases.
Project & Implementation Support:
- Partner with HQ stakeholders to scope, test, and deploy technical projects that impact franchise operations.
- Provide user feedback and ensure field-readiness for new technology rollouts.
Qualifications
- 2-4 years of experience in technical support, systems analysis, or a related role.
- Proven experience managing or supporting platforms such as CRMs, POS systems, or enterprise SaaS tools.
- Strong analytical and problem-solving skills with the ability to break down complex issues into actionable steps.
- Excellent communication skills; capable of translating technical concepts into clear, business friendly language.
- Familiarity with ITIL concepts and experience working on a structured service desk environment.
- Highly collaborative with the ability to work cross-functionally across business and technical teams.
- Detail oriented, process driven, and focused on delivering high quality, scalable solutions.
- A passion for empowering others through technology and process improvement.
Preferred Qualifications
- Experience using Zendesk or similar ticketing platform.
- Experience with Mindbody software.
- Experience with analytics or reporting tools such as DOMO.
- Bachelor’s degree preferred.
- Knowledge of the fitness industry or franchise systems is a plus.