Support Solutions Engineer

Point of Rental Software; Fort Worth (TX); On-site; 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

About the Team

When a rental business hits a problem it can't solve, it comes to the Point of Rental Support team. We're the people who know the product inside and out and get customers back to renting fast. As a Support Solutions Engineer, you're the Tier 2 expert: you take the hardest cases, find the root cause, and make the whole team sharper along the way.

What You'll Do

• 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

What You Bring

• 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

Why Point of Rental

Point of Rental is the global leader in rental software, trusted by thousands of rental businesses worldwide. In this role you'll see the direct impact of your work every day: a customer back up and running, a defect fixed, a Tier 1 teammate who can now solve a problem on their own. You'll get remote flexibility and a team that invests in getting better together.

Job Type: Full-time, exempt. M-F, daytime hours. 100% remote, with some travel for company events.
Compensation: $70,000-$85,000 base. The base pay actually offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education, among other factors.
Benefits: Medical, dental and vision; 120 hours PTO; 100% 401(k) match up to 4%.