Hubspot Engineer

Role Overview
At T-Pro we are seeking a HubSpot Administrator (Service Hub Focused) to manage,
optimise, and scale our customer support operations within HubSpot. The role will own
ticket automation, SLA governance, reporting, escalation workflows, and system
configuration to ensure operational efficiency and visibility across L1 and L2 support teams.Key Responsibilities
 Manage ticket pipelines, statuses, lifecycle configuration, and inbox settings.
 Maintain ticket properties, custom fields, and ensure data governance standards.
 Configure SLA policies (First Response Time, Time to Resolution) and warning
indicators.
 Design and maintain escalation workflows (L1 > L2 > Engineering > Leadership).
 Implement enterprise client alerts and high-priority ticket triggers.
 Build dashboards for FRT, TAT, SLA compliance, backlog, ticket aging, and agent
productivity.
 Translate Support SOPs into scalable HubSpot workflows and automation.
 Drive process standardisation across global support teams.
 Train L1/L2 agents on HubSpot best practices and document system workflows.Required Skills & Experience
 3-5 years of experience in HubSpot administration (Service Hub preferred).
 Strong understanding of ticketing systems and SLA management.
 Experience building workflows and automation.
 Experience creating dashboards and executive reports.
 Strong analytical and problem-solving skills.
 Experience in SaaS customer support environments.Preferred Qualifications HubSpot Service Hub Certification.
 Experience supporting enterprise clients.
 Experience managing integrations and API-based automations.Success Metrics (KPIs)
 SLA automation accuracy and uptime.
 Reduction in manual ticket handling processes.
 Improvement in FRT and TAT metrics.
 Zero configuration-related SLA breaches.
 High reporting reliability for
experience5

working at a client of randstad india

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