Application Support Technician I (SDP & OS)

• Provide Tier 2 application support for SDP and QTS OS , supporting employees and customers across global regions.
• Troubleshoot application issues, including access, workflow failures, data visibility, alarms, and integrations.
• Own incidents from intake through resolution, ensuring timely communication and adherence to SLAs.
• Partner closely with the Operations Support Center (OSC) to triage, escalate, and resolve production issues in a 24x7 operational environment
• Support SDP capabilities including identity and access management, requests, remote hands, visitor reservations, shipping notices, and reporting features.
• Support QTS OS functionality including work orders, incidents, change management, telemetry, alarms, and system visibility.
• Assist employees and customers with platform navigation, usage questions, and functional troubleshooting.
• Act as a trusted point of contact for application-related questions from Facilities, Operations, Technology, and Customer teams.
• Monitor application health, alerts, and system performance for SDP and QTS OS.
• Identify recurring issues, trends, and root causes; recommend preventative actions and long-term fixes.
• Partner with Product and Engineering teams to test fixes, validate releases, and support deployments across UAT and Production environments.
• Develop and maintain runbooks, KB articles, and support documentation for SDP and QTS OS.
• Document incident resolutions, known errors, and operational procedures to improve support efficiency and reduce repeat incidents.
• Contribute to training materials and enablement content for employees and customers.
• Work closely with Product Management, Engineering, FacOps, Change Management, Site Reliability Engineering, and Security teams.
• Support change management activities, including maintenance windows, upgrades, and customer communications.
• Provide feedback to product teams based on user experience and support insights.
• Other duties as assigned.

• Experience supporting SDP , QTS OS , DCIM, facilities, or operations-centric platforms.
• Familiarity with cloud-based platforms, monitoring/alerting tools, and mobile applications.
• Experience collaborating with product and engineering teams on incident resolution and releases.
• Knowledge of identity and access management concepts.
• Experience supporting enterprise or colocation customers.
• One or more years of experience working in a data center environment or other relevant critical process environment.

Other Key Skills: (KSAs)

• Exhibit excellent interpersonal skills with all levels of the organization.
• Use organizational skills to determine prioritization and appropriate multitasking.
• Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses.
• Perform necessary and timely follow-up, escalating appropriately if necessary.
• Excellent writing skills for generating clear, concise release notes and documentation.
• Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization.
• Ability to work independently, with supervision, on a project of varying complexity.
• Actively invests in growing yourself and others to build the talent and capabilities required for sustained success.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program

It's exhilarating to find yourself at a pivotal moment in history- and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today's dynamic digital transformation. Our world-class data centers empower our customers' most strategic growth initiatives, positioning us as a global leader in digital infrastructure. As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals. At QTS, we are Powered by People . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we're achieving remarkable things and shaping the future of digital infrastructure.