Application Support Technician I (SDP & OS)

Who You Are: (Job Summary)

The Application Support Engineer 1 SDP & QTS OS is responsible for providing tiered application support for Service Delivery Platform (SDP) and QTS OS ensuring reliable secure and efficient service for all QTS employees and customers. This role serves as a critical bridge between end users Operations Support Center (OSC) Product Engineering and Site/Facilities Operations to resolve incidents manage requests and continuously improve platform stability and user experience.

The role supports both internal enterprise users and external customers handling break/fix incident management monitoring escalation and knowledge management across SDP and QTS OS environments.

What You Will Do: (Job Responsibilities)

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 applicationrelated 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 longterm 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.

Nice to Have: (Preferred Qualifications Education Experience Certifications)

Experience supporting SDP QTS OS DCIM facilities or operationscentric platforms.

Familiarity with cloudbased 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.

The Know Your Rights Poster is included here:

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Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.