Technical Services Analyst

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.
  
  

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add or remove duties as necessary.