Support Engineer

IT Professional / Support Engineer (Remote)

Company: Level
Location: Fully Remote (Work from anywhere)
Rate: $30–40 per hour
Schedule: Full-time (40 hours/week)

About Level:
Level is a modern RMM platform built for MSPs and IT teams managing hundreds to thousands of endpoints. We are a profitable, fast-growing company focused on simplifying and enhancing RMM solutions compared to legacy tools. Our team is small, focused, and dedicated to building the future of RMM.

The Opportunity:
We are seeking a seasoned IT professional with 10+ years of real-world MSP or enterprise experience to join our mission-critical team. This is not a traditional support role. You will own challenging tickets, onboard customers with thousands of endpoints, build automations deployed to all users, and serve as the IT professional MSP owners trust implicitly. We offer real ownership, significant impact, and zero bureaucracy.

What You'll Own:

• Tickets and Triage:
• Own the full inbound support queue from open to close, providing clear, fast, and empathetic responses.
• Diagnose issues as Level bugs or customer-side environment problems and route accordingly.
• Perform QA on features before production release.
• Document findings for engineering with sufficient detail for reproduction and resolution.
• Customer Onboarding:
• Understand new customer infrastructure, teams, and workflows.
• Map existing RMM setups to Level's functionality.
• Write custom automations tailored to each customer's environment during onboarding.
• Train customer teams until they are fully independent.
• Own the post-sale relationship through onboarding, setting customers up for long-term success.
• Plan and execute onboarding for environments with 1,000+ endpoints, requiring staging and precision.
• Live Support Sessions:
• Conduct scheduled video sessions to resolve issues live.
• Serve as the primary technical support representative for customers requiring direct assistance.
• Automations and Content:
• Build reusable automations for Level's customer library.
• Record how-to videos for customers and our YouTube channel.
• Maintain accurate platform documentation.
• Undertake ad hoc projects like auditing the automation library and help content.
• Assist with SOC 2 and ISO efforts (training provided).
• Engage in community outreach via Discord and other channels.
• Host regular office hours and product demos.

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 experience with at least one major RMM platform.
• Strong skills in Windows, macOS, and Linux.
• Proficiency in PowerShell and Bash scripting.
• Experience managing 500+ endpoints (1,000+ preferred).
• Comfortable running customer-facing sessions, including onboarding, training, and live troubleshooting.
• Ability to think like a technician and a consultant, understanding how IT departments operate.
• Strong communication skills (written, verbal, and on camera).
• Self-directed and organized, able to manage workload across competing priorities.
• Sharp diagnostic instincts to differentiate platform bugs from environmental issues.
• Heavy use of AI tools (e.g., Claude, ChatGPT) with the ability to identify and correct inaccurate 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).
• Familiarity with endpoint security tools (SentinelOne, CrowdStrike, etc.).

Why You Might Want This:

• Your work has broad impact, shipping to every Level customer.
• Enormous ownership of customer relationships and technical solutions.
• Direct access to founders and minimal bureaucracy.
• Work for a profitable and growing company.
• Room for professional growth as the company expands.

Why You Might Not:

• Small team environment with high responsibility.
• Constant context-switching and need to handle difficult issues.
• Customer-facing role with on-camera responsibilities.
• Fast-paced environment requiring adaptability.
• Reliance on async communication necessitates clear written skills.

To Apply:
https://ask.level.io/r/supportengineer
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