Data Center Support Technician
Role SummaryWe're seeking a skilled Data Center Support Technician to join our Phoenix operations team. This is a critical onsite role combining hands-on technical troubleshooting with frontline customer support in our 24/7 data center environment. You'll serve as the customer's trusted contact throughout the resolution process.You'll own tickets from intake to resolution, independently diagnosing server, network, and facility issues while keeping customers informed. You'll escalate complex problems when needed, but most issues you'll solve yourself—maintaining operational excellence and meeting SLAs that guarantee uptime and customer satisfaction.This is a 100% onsite position at our Phoenix data center with rotating 12-hour shifts (7am-7pm or 7pm-7am) on a 3-on/4-off, 4-on/3-off schedule, including nights, weekends, and holidays. This is a full-time, hourly, non-exempt position eligible for overtime pay.Please Read Before ApplyingThis position may not be the right fit if you:Want to work days only, Monday-FridayPrefer remote work (this is 100% onsite)Are not comfortable with customer-facing responsibilities as a primary dutyPrefer deep technical work over customer communicationCannot reliably work 12-hour shifts including nights, weekends, and holidaysThis role IS right for you if you:Thrive on helping customers solve technical problemsEnjoy the work-life balance of 12-hour shifts (more days off!)Want hands-on technical work combined with customer interactionAre comfortable being the "face" of the company to our customersWhat You’ll DoCustomer SupportServe as first point of contact for customer issues via phone, email, and ticketing systemOwn and resolve tickets within SLA timeframes, escalating complex issues when neededCommunicate clearly with customers throughout the resolution processDocument all interactions, troubleshooting steps, and resolutions with precise detailMonitoring & ResponseMonitor infrastructure, network, and facility systems for alarms or anomaliesRespond to alerts using established procedures and perform initial troubleshootingConduct scheduled walkthroughs of the data center floorParticipate in incident response and documentationHands-On Technical SupportAssist with customer equipment installations, moves, and decommissionsTroubleshoot server, network, and power issuesExecute cabling, labeling, and physical asset managementMaintain clean, organized, and audit-ready work areasShift OperationsParticipate in detailed shift handoffs to ensure 24/7 continuityFollow established SOPs and document process improvementsWork effectively with remote engineering teams and cross-functional staffMaintain situational awareness of all active issues during your shiftReasonable accommodations may be made to enable individuals with disabilities to perform these essential responsibilities.Other Duties AssignedPlease note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.What You BringRequired:Experience & Technical SkillsExperience in technical customer support, IT help desk, or data center operationsHands-on troubleshooting experience with servers, networks, or infrastructureUnderstanding of data center environments (power, cooling, cabling) or willingness to learnProficiency with ticketing systems and incident tracking platformsCommunication & Customer ServiceExceptional written communication with strong grammar and attention to detailExcellent verbal communication for phone support and in-person interactionsAbility to explain technical concepts to non-technical audiencesCustomer service mindset with patience and problem-solving orientationWork Style & ReliabilityAbility to work rotating 12-hour shifts including nights, weekends, and holidaysDemonstrated reliability and punctuality (essential for shift coverage)Comfortable working independently during night shifts with remote supportStrong sense of urgency when responding to customer issues and alertsPreferred:CompTIA A+, Network+, Server+, or similar certificationsExperience in colocation or managed services data centersFamiliarity with monitoring systems and environmental controlsPrevious shift work experience in 24/7 operationsWe know not everyone will meet 100% of the qualifications. If this role excites you, we encourage you to apply.Physical RequirementsThis is an active, hands-on role requiring:Ability to lift and carry up to 50 lbs regularlyExtended walking on concrete floors through data center aislesFrequent stooping, kneeling, crawling, and reaching to access equipment and cablesAbility to work in a data center environment with constant cooling system noiseCapability to use computer, phone, and monitoring systems for 12-hour shiftsAbility to respond quickly to emergency situationsAbout UsPatmos Hosting, Inc. delivers Freedom as a ServiceTM, providing organizations with an independent alternative to Big Tech’s commercial constraints, censorship, cancellation and deplatforming. Patmos owns and operates datacenter infrastructure with decentralized connectivity, open peering, and free Internet Exchange hosting, ensuring resilience and true independence. Its services span multi-megawatt colocation for AI and hyperscale workloads, GPU/high-performance compute, custom data centers, domains, web and cloud hosting, colocation and tailored website and application development.Founded in 2022, Patmos is headquartered in Kansas City, MO, with teams and datacenters in Kansas City, Dallas, Phoenix and Denver.Why Join UsBe part of a mission-driven company defending free speech and internet freedom.At Patmos, you’ll help protect online expression while ensuring legal compliance. Our team is shaping the future of digital freedom by building secure, high-performance internet infrastructure. We value privacy, innovation, and individual liberty—creating a purpose-driven, collaborative environment where your work matters.Benefits to include:Unlimited PTO401(k) match (4%)Health, dental, & vision insuranceShort and long term disabilityLife insurance (company paid and supplemental available)Generous parental leave, baby bonuses, marital bonuses, and other family-friendly perks14 observed paid holidays that include solemnitiesPatmos is an equal opportunity employer and a proud member of the Catholic Benefits Association: offering employee benefits that promote the dignity of the human person, the dignity of work, and the common good.Benefits found in job post401(k), Vision insurance, Medical insurance, Dental insurance, Paid paternity leave, Paid maternity leave