Application Support Technician ; SDP & OS

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.

• 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, elevate, 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, Fac Ops, 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.

• 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 invest 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,…