Senior Support Solutions Specialist

The company is a leading publisher of the physical sciences. Working with us means being part of a mission: to accelerate scientific discovery while reimagining the future of scholarly publishing.

The company helps brilliant work make a global impact. We’re building a living network of knowledge to spark thinking, connect people, and drive new ways forward — empowering a vibrant global community using science for good. We foster a collaborative, creative atmosphere and encourage a workplace culture that maximizes individual contributions.

We’re always looking to evolve the ways we think and operate, and we actively encourage an environment where everybody feels comfortable, seen, and able to do their best work. We’re looking to hire and develop colleagues who are astute, flexible, and always striving to “solve better problems” through thoughtful consideration of individual, team, organizational, and customer impact.

The Senior Support Solutions Specialist , reporting to  Manager, User Support & Applications, is a strong systems administrator skilled with ensuring the stability, security, and usability of the company's core productivity platforms, including Microsoft 365, Jira, and DocuSign. This role will be directly responsible for platform administration, complex troubleshooting, documentation stewardship, knowledge transfer, and participation in cross-functional initiatives that advance operational maturity and digital enablement. The Senior Support Solutions Specialist is a critical driver of reliability, consistency, and user confidence in the company's technology ecosystem.

How you’ll make an impact

• Manage Microsoft 365 operations, including identity and access, Teams administration, security configurations, and platform updates.

• Administer and optimize Jira, including workflows, schemes, permissions, fields, automation rules, and governance controls.

• Serve as the escalation point for complex user support issues across devices, applications, identity, and collaboration platforms.

• Lead methodical root-cause analysis for recurring or high-impact incidents; document resolutions, patterns, and lessons learned.

• Maintain DocuSign templates, permissions, routing workflows, and integrations, ensuring compliance with internal standards.

• Proactively monitor system health, resolve errors, apply patches/updates, and mitigate risks before they impact users.

• Collaborate with the Manager, User Engagement Specialist, and Security Manager to operationalize governance and improve user enablement.

• Create and maintain clear documentation for systems, troubleshooting processes, and common support scenarios.

• Mentor Tier 1/2 support staff, improving consistency, troubleshooting capability, and ticket quality.

• Participate in cross-training to support Smartsheet, Miro, and other productivity platforms within the internal applications portfolio.

• Contribute to continuous improvement by identifying automation opportunities, simplifying processes, and refining support workflows.

• Communicate clearly with users and stakeholders, setting expectations, explaining technical issues in accessible language, and ensuring positive service experiences.

What you're great at

• Complex Troubleshooting & Problem Solving – You’re skilled at diagnosing and resolving complex technical issues, identifying root causes, and developing solutions that improve system reliability and prevent recurring problems.

• Microsoft 365 & Platform Administration – You’re experienced in administering and optimizing Microsoft 365 and other enterprise productivity platforms, including identity and access, permissions, workflows, configurations, automation, and governance.

• Customer Service & Technical Communication – You’re great at translating technical issues into clear, understandable language, supporting users through challenging problems, and sharing knowledge that strengthens the overall capabilities of the support team.

What we’re looking for

• 8–10+ years of experience in technical support, service delivery, or systems administration.

• Proven ability to diagnose and resolve complex issues across platforms, devices, networks, and identity systems.

• Demonstrated experience administering Microsoft 365 (Azure AD/Entra ID, Teams, Exchange Online, SharePoint, security and compliance configurations).

• Experience administering Jira, including workflow design, project configuration, permissions, and automation is preferred.

• Experience with DocuSign configuration and administration is preferred.

• Strong understanding of platform governance, security fundamentals, and best operational practices.

• Exceptional communication, interpersonal, and user-engagement skills; ability to translate technical concepts for non-technical audiences.

• Strong analytical, troubleshooting, and problem-solving capabilities with a high sense of ownership and accountability.

• Ability to work independently, manage competing priorities, and maintain professionalism in high-pressure situations.

• Curiosity, continuous learning mindset, and interest in relevant certifications (e.g., Microsoft 365 Administrator, Jira Administrator).

Our excellent total rewards package includes

• A remote workforce with staff based in NY, NJ, CT, MD, VA, PA, MA, RI, or Washington, DC, who meet in person for collaboration, training, strategic planning — and fun!

• Generous paid time off and paid sick and safe leave

• Flexible Work Schedule

• Competitive medical, dental and vision benefits

• Exceptional retirement benefits

• Monthly remote stipend

• Training and Tuition assistance

• Employee Assistance Program

Salary Range

$85,000 - $95,000

At AIPP, we offer competitive compensation based on the role, experience, and other relevant factors. Under the New York Convenience Rule, all employees, regardless of their residence in other states, will be taxed at the New York State tax rate. Employees may also have additional state-specific tax obligations depending on where they live.

A wholly owned not-for-profit subsidiary of the American Institute of Physics (the company), the company’s mission is to advance, promote, and serve the physical sciences for the benefit of humanity by breaking barriers to open, fair research communication and empowering researchers to accelerate global progress. The company supports the charitable, scientific, and educational purposes of the company through scholarly publishing activities on its behalf and on behalf of our publishing partners. Our publishing portfolio includes digital books, the company Conference Proceedings, and peer-reviewed journals across a spectrum of research areas, including our flagship titles Applied Physics Reviews, Applied Physics Letters, Journal of Applied Physics, and The Journal of Chemical Physics.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law.

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