Support Solutions Engineer
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%.
Skills mentioned
At Point of Rental, the core of our mission is to empower businesses and foster a culture of innovation, care, and principle. Born from a desire to solve real-world problems within the rental industry, our journey began in 1982 when three NASA engineers decided to open their own rental store. Faced with inadequate software to manage their operations, they did what engineers do best: they built their own solution. This foundational spirit of practical problem-solving and ingenuity continues to be the driving force behind our company. Our values are encapsulated in the acronym EPIC: Empowering, Principled, Innovative, and Caring. These aren't just words on a wall; they are the standards we live by, influencing how we develop our products, interact with our customers, and support our team members. We believe that by empowering our clients with robust, intuitive software, we enable them to achieve their own versions of success, whether that means expanding their business, streamlining operations, or simply having more time to spend with their families and communities. Our culture is one of family and collaboration. With offices across the globe, including the United States, United Kingdom, Australia, and South Africa, we've grown into an international company, but we've never lost the close-knit feel of a family business. We are deeply committed to our employees, or 'Pointers' as we call them, providing them with opportunities for personal and professional growth. This commitment extends to our customers; we view them as partners and actively solicit their feedback to continuously improve our software and services. We host an annual International Conference, bringing together rental experts from around the world to network, share insights, and connect with our team face-to-face. Beyond our business objectives, we are passionate about making a positive impact. Through our employee-led initiative, 'Point the Way,' we dedicate time and resources to bettering our communities through various charitable endeavors. This holistic approach, combining cutting-edge technology with a genuine desire to help others, is what makes Point of Rental a truly unique and EPIC place to be a part of.
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