Senior Support Solutions Specialist

Role overview

A senior individual contributor role focused on keeping core productivity platforms stable, secure, and easy to use. The position blends hands-on systems administration with escalation support, documentation stewardship, and cross-team collaboration to advance operational maturity within a mission-driven scientific publishing environment.

Responsibilities

- Administer Microsoft 365 operations, including identity and access, Teams, security settings, and platform updates. - Configure, optimize, and govern Jira workflows, schemes, permissions, fields, and automation rules. - Serve as the escalation point for complex support issues spanning devices, applications, identity, and collaboration tools. - Lead methodical root-cause analysis for recurring or high-impact incidents and document resolutions, patterns, and lessons learned. - Maintain DocuSign templates, permissions, routing workflows, and integrations in line with internal standards. - Mentor Tier 1/2 support staff, steward clear documentation, and identify automation opportunities that simplify and improve support workflows.

Requirements

- 8–10+ years of experience in technical support, service delivery, or systems administration. - Proven ability administering Microsoft 365, including identity, permissions, configurations, and governance. - Strong diagnostic skills across platforms, devices, networks, and identity systems. - Excellent communication and interpersonal skills, with the ability to translate technical concepts for non-technical users. - Demonstrated ability to work independently, manage competing priorities, and maintain professionalism in high-pressure situations. - Curiosity, a continuous learning mindset, and interest in relevant certifications such as Microsoft 365 Administrator or Jira Administrator.

Nice to have

- Hands-on experience with Jira administration and automation. - DocuSign configuration and administration background. - Familiarity with Smartsheet, Miro, or similar productivity platforms. - Strong understanding of platform governance, security fundamentals, and operational best practices.

Benefits and work setup

- Remote-first workforce with periodic in-person collaboration, training, and strategic planning. - Generous paid time off, paid sick and safe leave, and a flexible work schedule. - Competitive medical, dental, and vision benefits plus retirement benefits. - Monthly remote stipend, training and tuition assistance, and an employee assistance program. - Salary range: $85,000–$95,000.