Remote Solutions Engineer (Tier 2) — SQL & Customer Escalations

Point of Rental Software; Fort Worth (TX); Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

Remote work

PTO 120 hours

401(k) match

Job summary

Point of Rental Software is seeking a Support Solutions Engineer to tackle Tier 2 cases and drive rapid resolutions for rental businesses. You will diagnose issues, run data queries, and mentor Tier 1 staff while collaborating with Product and Development.

This full-time, 100% remote role offers strong problem-solving opportunities, a focus on customer advocacy, and a chance to impact production systems across customers nationwide.

Qualifications

• 3-5 years in software or technical support, including handling escalated or Tier 2 issues.
• Strong troubleshooting skills across applications, operating systems and networks.
• Working SQL knowledge: you can write queries to investigate and validate data.
• A calm, clear way of explaining technical concepts to non-technical people.
• Customer advocacy: you follow through, keep people updated and push internally when it matters.
• Disciplined documentation habits.
• Comfort working independently in a fully remote team.
• Bachelor's in CS, IT or a related field, or equivalent experience.
• Preferred: rental industry experience, hands-on Point of Rental experience.

Responsibilities

• Own complex, escalated customer issues from first contact to resolution, across phone, chat and email.
• Diagnose software problems by asking probing questions, reproducing issues and ruling out causes one by one.
• Write and run SQL queries to investigate data issues and validate fixes.
• Act as the escalation point for Tier 1 technicians, so customers get resolutions quickly and stay informed.
• Partner with Development to report defects, give reproduction steps and push fixes for customer-impacting issues.
• Translate technical answers into plain language that fits each customer's situation and business.
• Document every case clearly, and turn repeat issues into knowledge base articles.
• Train and mentor Tier 1 technicians on troubleshooting and the product.
• Watch for patterns in performance and stability issues, and flag them before they become widespread.

Skills

Troubleshooting

Customer advocacy

Technical communication

Remote collaboration

Documentation

Education

Bachelor's in CS/IT or equivalent

Job description

Point of Rental Software is seeking a Support Solutions Engineer to tackle Tier 2 cases and drive rapid resolutions for rental businesses. You will diagnose issues, run data queries, and mentor Tier 1 staff while collaborating with Product and Development.

This full-time, 100% remote role offers strong problem-solving opportunities, a focus on customer advocacy, and a chance to impact production systems across customers nationwide.