Senior Technical Services Analyst

Kline Franchising, Inc.•Cornelius, NC

13d

About The Position

Burn Boot Camp is seeking a Senior Technical Services Analyst to support and improve the technology that powers our gyms. This role serves as a key escalation point and owns core systems across booking, scheduling, POS, CRM, and reporting. Beyond resolving issues, this person will identify patterns, drive root cause solutions, and improve workflows and processes at scale. They will partner cross-functionally to enhance system performance and ensure a seamless experience for Franchise Partners and members. This role is ideal for someone who enjoys solving complex problems, thinking in systems, and making a meaningful impact through technology.

Requirements

Advanced troubleshooting and root cause analysis across systems, workflows, and user behavior
Strong systems thinking with the ability to anticipate downstream impacts, identify patterns, and drive scalable solutions
Proactive, forward-thinking mindset with the ability to identify risks and opportunities before they surface
Process improvement orientation with experience optimizing workflows and reducing friction at scale
High ownership and initiative; identifies and acts on opportunities without waiting for direction
Clear, effective communicator able to translate technical issues into actionable guidance for non-technical stakeholders
Ability to collaborate cross-functionally and influence alignment across teams
Comfortable operating in fast-paced, ambiguous environments while maintaining organization and clarity
3-5+ years in Technical Support, Technical Operations, or Systems Support
Hands-on experience with support workflows (ticketing, escalations, cross-functional resolution)
Working knowledge of ITIL practices (incident, problem, change management)
Experience supporting core business systems (POS, CRM, scheduling/booking, reporting)
Background in customer service or customer support
Experience with support tools (e.g., Zendesk, Jira Service Management, or similar)

Nice To Haves

Experience in fitness, wellness, lifestyle, or franchise-based business models, particularly in multi-location environments, is a plus

Responsibilities

Own critical systems: Take ownership of the core platforms that power our gyms, including booking, scheduling, Point of Sale, CRM, and reporting systems. Develop a deep understanding of how they function, how they fail, and how they impact day-to-day operations.
Lead complex problem-solving: Act as the escalation point for high-impact or ambiguous issues. Perform root cause analysis and drive long-term solutions that improve reliability across the system.
Improve how we work: Identify inefficiencies in workflows and processes. Build scalable solutions that make it easier for Franchise Partners to operate and for members to have a consistent experience.
Drive smarter support: Reduce friction by improving tools, workflows, and automation. Contribute to how we evolve Technical Services, including AI-driven support strategies.
Partner across teams: Collaborate with Operations, Technology, Activewear, Nutrition, and Marketing teams to ensure systems and processes align with the needs of the field.
Raise the bar: Contribute to documentation, knowledge sharing, and best practices that improve the consistency and quality of support across the team.

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