Remote Tier 2 Support Engineer: Master Complex Issues

pointofrental; Fort Worth (TX); A distancia; USD 70.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental and vision insurance

120 hours PTO

401(k) with 100% match up to 4%

Descripción de la vacante

Point of Rental is a global leader in rental software and seeks a Support Solutions Engineer to serve as the Tier 2 expert, tackling the toughest customer cases, diagnosing root causes, and sharpening the team. This fully remote role offers a clear path to improve service quality and customer uptime.

Expect to own escalated issues, write SQL queries to verify fixes, mentor Tier 1 staff, and collaborate with Development on defects.

Formación

• 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 to write queries and investigate data.
• Clear, calm communication of technical concepts to non-technical people.
• Customer advocacy with proactive updates and follow-through.
• Disciplined documentation habits.
• Comfort working independently in a fully remote team.
• Bachelor's in CS, IT or related field, or equivalent experience.
• Preferred: rental industry experience and hands-on Point of Rental experience.

Responsabilidades

• Own complex, escalated customer issues from first contact to resolution across phone, chat and email.
• Diagnose software problems by asking questions, reproducing issues and ruling out causes.
• Write and run SQL queries to investigate data issues and validate fixes.
• Serve as escalation point for Tier 1 technicians and keep customers informed.
• Partner with Development to report defects and push fixes for customer-impacting issues.
• Translate technical answers into plain language for each customer.
• Document each 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 flag them before widespread impact.

Descripción del empleo

Point of Rental is a global leader in rental software and seeks a Support Solutions Engineer to serve as the Tier 2 expert, tackling the toughest customer cases, diagnosing root causes, and sharpening the team. This fully remote role offers a clear path to improve service quality and customer uptime.

Expect to own escalated issues, write SQL queries to verify fixes, mentor Tier 1 staff, and collaborate with Development on defects.