Customer Support Engineer - HubSpot Service Hub

About Map Habit

Map Habit, Inc. develops software that helps individuals with intellectual and developmental disabilities and individuals living with dementia maintain independence in daily life. Our platform enables users and caregivers to create personalized visual “maps” that guide everyday activities and support autonomy.

Our customers include healthcare providers, care organizations, and managed care groups who rely on our technology to support their members. The people using Map Habit are often navigating complex health, caregiving, and accessibility challenges, so patience, empathy, and clarity in communication are essential to delivering effective support.

We are seeking a Customer Support Engineer with strong Hub Spot experience to help own, operate, and scale Map Habit’s customer support infrastructure. This role is a combination of technical support, Hub Spot systems administration, and support operations. The responsibilities include both customer support engineering and Hub Spot systems ownership. You will troubleshoot technical issues for customers while also maintaining the workflows, automation, and data structure that power our support organization.

Map Habit recently migrated from Zendesk to Hub Spot Service Hub, and this role will be instrumental in building new support workflows for the organization.

This is not a traditional call-center support role. We are looking for someone who enjoys diagnosing technical issues, improving systems, and building scalable support processes.

Because many of our users include caregivers, clinicians, and individuals supporting people with cognitive or developmental challenges, this role also requires strong empathy and the ability to communicate technical solutions in a patient, accessible way.

Customer Technical Support

• Provide technical support to customers and internal teams via Hub Spot tickets, email, phone, and video. Support is primarily delivered through Hub Spot tickets and email with occasional troubleshooting over the phone, as needed.
• Troubleshoot issues related to account configuration, platform functionality, mobile applications and devices, tracking and submitting onboarding and ad hoc fulfillment workflows, integrations and system connections, API and SSO-related issues
• Escalate product bugs and complex technical issues to engineering with clear documentation.
• Communicate technical solutions clearly to non-technical users, caregivers, and support staff.

Hub Spot Service Hub Operations

• Manage support infrastructure within Hub Spot Service Hub.
• Build and maintain ticket routing automation, workflow automation, support pipelines and lifecycle stages, contact and property management
• Maintain CRM data integrity and troubleshoot Hub Spot workflow issues.
• Maintain contact properties, preventing workflow conflicts and ensuring accuracy.
• Support reporting and performance dashboards for the support organization.

Customer Onboarding Infrastructure

• Design and maintain Hub Spot onboarding and fulfillment workflows. These workflows power new customer implementations and require coordination between ops and support teams.
• Ensure onboarding automation enables consistent customer activation and product adoption.

Internal Hub Spot Support

• Provide technical support to internal teams (Sales, Operations, Client Support) regarding Hub Spot workflows and processes.
• Troubleshoot workflow errors, automation issues, and CRM data challenges.
• Help internal teams understand and properly follow Hub Spot processes.

Knowledge Base & Documentation

• Develop and improve customer-facing knowledge base resources.
• Identify recurring support issues and document scalable solutions.

Cross-Functional Collaboration

• Work closely with Product and Engineering to surface product issues and improvement opportunities.
• Identify patterns in support tickets and recommend improvements to product or support workflows.
• Help evolve support processes as the company grows.

Required:

• Hands-on experience working in Hub Spot CRM and Hub Spot Service Hub
• Experience building or maintaining Hub Spot workflows and automation
• 2–4 years experience in technical support, support…