Senior Technical Services Analyst

Kline Franchising, Inc. • Cornelius, NC

11d

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 while also owning 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

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed