Support Solutions Engineer

pointofrental; Fort Worth (TX); Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

120 hours PTO

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

Job summary

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.

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 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.

Responsibilities

• 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.

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%.