Support Engineer

Support Engineer

Company: Level
Headquarters: Asheville, NC
URL: https://level.io

About the Role

Level is building the future of Remote Monitoring and Management (RMM), and our Support Engineers are critical to our customers' success. This is not a traditional support role. You will tackle complex tickets, onboard customers managing thousands of endpoints, develop automations deployed company-wide, and serve as the trusted IT professional for MSP owners. If you value ownership, impact, and minimal bureaucracy, you'll thrive here.

The Opportunity

We are seeking a seasoned IT professional with 10+ years of hands-on MSP or enterprise experience. In a single week, you could be closing difficult technical tickets, conducting in-depth onboarding for a customer with over 1,000 endpoints, building a reusable automation, recording a platform how-to video, and reporting a product bug to engineering with detailed reproduction steps. Our goal is to assign each new customer a dedicated IT professional with extensive real-world experience to personally guide them through deploying Level across their infrastructure. You will be the IT professional MSP owners trust implicitly.

What You'll Own

Tickets and Triage:

• Manage the entire inbound support queue from open to close, providing clear, swift, and empathetic responses.
• Diagnose issues to determine if they are Level bugs or customer-environment related, routing them accordingly.
• Perform Quality Assurance (QA) on new features before production release.
• Document findings for engineering with sufficient detail for reproduction and resolution.

Customer Onboarding:

• Meet with new customers to understand their infrastructure, team, and current workflows.
• Analyze their existing RMM setup and map it to Level's functionalities.
• Develop custom automations tailored to each customer's environment during onboarding.
• Provide comprehensive training, from basic to advanced, ensuring customer independence.
• Own the post-sale customer relationship through the onboarding phase and beyond.
• Plan, stage, and execute the onboarding of environments with 1,000+ endpoints with precision.

Live Support Sessions:

• Conduct scheduled video sessions, connecting to customer Level accounts to resolve issues live.
• Act as the primary technical support representative for customers requiring more than ticket-based assistance.

Automations and Content:

• Build reusable automations and contribute them to Level's library for all customers.
• Record how-to videos for customers and the company's YouTube channel (strong on-camera skills required).
• Maintain accurate platform documentation.
• Undertake ad hoc projects such as cleaning up the automation library, standardizing naming conventions, and auditing help content.
• Assist with SOC 2 and ISO compliance efforts (training provided).
• Engage in community outreach via Discord and other channels, representing Level professionally.
• Host regular office hours and product demonstrations.

What You'll Need

• 10+ years of hands-on experience as an MSP technician or internal IT professional managing real-world environments at scale.
• Deep expertise with at least one major RMM platform to effectively communicate with customers migrating to Level.
• Strong proficiency in Windows, macOS, and Linux.
• Proficient scripting skills in PowerShell and Bash.
• Experience managing 500+ endpoints; 1,000+ preferred.
• Comfortable running customer-facing sessions, including onboarding calls, training, and live troubleshooting.
• A blend of technical and consulting mindset, with a strong understanding of IT department operations.
• Excellent communication skills (written, verbal, and on-camera).
• Self-directed and organized, capable of managing workload across competing priorities independently.
• Sharp diagnostic instincts to differentiate between platform bugs and environmental issues.
• Heavy utilization of AI tools (e.g., Claude, ChatGPT) with the ability to critically evaluate and correct AI-generated output.

Nice to Have

• QA or software testing experience in a technical support context.
• Experience creating how-to video content or product documentation.
• Familiarity with Level specifically.
• Knowledge of compliance frameworks (SOC 2, HIPAA, ISO 27001) relevant to MSP customers.
• Familiarity with endpoint security tools (e.g., SentinelOne, CrowdStrike).

Why You Might Want This Role

• Your work has a direct, widespread impact, shipping to every Level customer.
• Enormous ownership of the customer relationship from onboarding to full independence.
• Direct access to founders with minimal bureaucracy.
• Join a profitable and growing company.
• Opportunities for growth as the company expands.

Why You Might Not

• Small team environment with no tier 1 escalation and high individual responsibility.
• Constant context switching between diverse tasks.
• Customer-facing role requiring on-camera presence for training and support.
• Fast-paced environment requiring adaptability.
• Reliance on asynchronous communication, demanding clear written communication.

Details

• Hourly Rate: $30–$40 per hour, depending on experience.
• Location: Fully remote; work from anywhere.
• Schedule: Full-time (40 hours/week).
• Occasional after-hours work may be required to support customers.