Remote Tier-2 Support Solutions Engineer (SQL)

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 up to 4%

Job summary

Point of Rental is seeking a Support Solutions Engineer to act as the Tier 2 expert, handling the hardest customer issues and driving faster resolutions. You’ll diagnose software problems, write SQL queries, and collaborate with Development to push customer‑impacting fixes.

The role is fully remote with occasional travel for events. The position requires 3–5 years in software or technical support, strong troubleshooting, and the ability to explain complex topics clearly to customers.

Qualifications

• 3–5 years in software or technical support with escalated issues.
• Strong troubleshooting across apps, OS and networks.
• Ability to write SQL queries to investigate data.
• Clear explanations of technical concepts to non‑technical users.
• Customer advocacy, follow-through and internal escalation when needed.
• Disciplined documentation habits.
• Comfortable working independently in a fully remote team.
• Bachelor's in CS/IT or related field, or equivalent experience.
• Preferred: rental industry experience and Point of Rental familiarity.

Responsibilities

• Own complex escalated issues from first contact to resolution across phone, chat and email.
• Diagnose software problems by probing, 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 to speed resolutions.
• Collaborate with Development to report defects and push fixes.
• Translate technical answers into plain language for customers.
• Document cases clearly and turn repeat issues into KB articles.
• Train Tier 1 technicians on troubleshooting and the product.
• Monitor performance trends and flag potential systemic issues.

Skills

Troubleshooting

SQL

Customer communication

Documentation

Remote work

Education

Bachelor's in CS/IT or related field

Tools

SQL

Job description

Point of Rental is seeking a Support Solutions Engineer to act as the Tier 2 expert, handling the hardest customer issues and driving faster resolutions. You’ll diagnose software problems, write SQL queries, and collaborate with Development to push customer‑impacting fixes.

The role is fully remote with occasional travel for events. The position requires 3–5 years in software or technical support, strong troubleshooting, and the ability to explain complex topics clearly to customers.