IT Support Specialist, HubSpot

📋 Description

• • At ACQ, we believe technology should be a catalyst for progress, empowering our people rather than hindering them. We are seeking a dedicated and proactive IT Support Specialist, with a specific focus on HubSpot, to join our dynamic team. Reporting directly to the IT Systems Manager, this pivotal role is responsible for ensuring that our HubSpot platform is meticulously configured, effectively governed, and robustly supported. Your primary objective will be to eliminate friction for our end-users and champion operational excellence across all facets of the business. This position offers end-to-end ownership of HubSpot support and administration, encompassing everything from managing incoming ticket requests and diagnosing root causes to implementing sustainable, long-term solutions.
• • The necessity for this specialized role stems from HubSpot's central position within our rapidly evolving technological ecosystem. We have recently launched an innovative internal platform that features an integrated payments module, which is deeply intertwined with HubSpot. This new system is currently generating a significant volume of support ticket requests from our Sales, Marketing, and Operations teams. As the HubSpot Support Specialist, you will play a critical role in stabilizing this complex environment. You will provide essential day-to-day support to our teams while actively collaborating with key stakeholders to enhance system reliability, minimize operational friction, and systematically reduce ticket volume through strategic improvements in system design, automation implementation, and comprehensive documentation.
• • Your core responsibilities will include providing comprehensive HubSpot support and administration. This encompasses managing user accounts, defining and enforcing permissions, configuring objects and pipelines, developing and optimizing workflows, building insightful reports, and overseeing the overall system configuration to align with business objectives. You will serve as the primary point of contact for a high volume of HubSpot ticket requests, meticulously managing the intake process, prioritizing requests based on their impact and urgency, and ensuring timely resolution in adherence to defined Service Level Agreements (SLAs).
• • A key aspect of this role involves proactively identifying recurring issues and their underlying root causes across HubSpot, its various integrations, and our internal systems. You will be instrumental in implementing durable solutions designed to permanently resolve these problems and significantly reduce overall ticket volume over time. Maintaining strong data hygiene and robust governance practices within HubSpot is paramount. This ensures that HubSpot remains a trusted and accurate source of truth, vital for reliable reporting and informed decision-making across the organization.
• • You will partner closely with cross-functional teams, including Sales, Marketing, Operations, Product, and Engineering, to provide critical support and enhance the stability of HubSpot integrations. This includes our newly launched internal platform with its integrated payments module, which requires careful management and optimization. Furthermore, you will be responsible for creating and maintaining comprehensive documentation, Standard Operating Procedures (SOPs), and user-friendly training materials. These resources are essential for improving consistency in system usage, enabling end-user self-service capabilities, and ultimately reducing the ongoing support burden on the IT team.
• • Your success in this role will be measured by tangible results: ensuring HubSpot tickets are triaged, prioritized, and resolved with exceptional efficiency, demonstrating clear ownership and consistent adherence to defined SLAs. You will be expected to identify, document, and eliminate recurring HubSpot and integration issues, leading to a sustained and measurable reduction in ticket volume. Maintaining clean, consistent, and reliable data across contacts, companies, deals, and custom objects will be crucial for supporting accurate reporting and the seamless functioning of downstream systems. You will ensure that workflows, automations, and system configurations operate predictably, thereby minimizing manual effort and operational friction for the Sales, Marketing, and Operations teams. Finally, you will execute HubSpot onboarding, access changes, and offboarding processes accurately and punctually, ensuring minimal disruption to end-users.
• • This is a remote position within the USA, offering flexibility. However, you must be willing to travel to our Las Vegas, NV headquarters 4-6 times per year for essential team collaboration and strategic planning. Our standard working hours are Monday through Friday, 9:00 AM – 6:00 PM PST, with occasional participation in workshops or special events. Periodic after-hours support may be necessary to address urgent and critical issues, ensuring business continuity.