Support Engineer

Level is a modern RMM platform built for MSPs and IT teams managing hundreds to thousands of endpoints, focused on making RMM simpler and smarter.

Location: Remote

Salary: $30–40 per hour

Responsibilities

• Own the full inbound support queue, open to close. Respond to customer questions with clarity, speed, and empathy.
• Diagnose whether an issue is a Level bug or a customer-side environment problem, and route it accordingly.
• QA features before they reach production, catching issues before customers do.
• Write up findings for engineering with enough detail to reproduce and fix.
• Meet newly signed customers to understand their infrastructure, team, and current workflows.
• Learn their existing RMM setup and map it to how Level works.
• Write custom automations tailored to each customer's environment as part of onboarding.
• Train their team, from basics to advanced, until they're fully independent.
• Own the post-sale relationship through onboarding and set customers up for the long term.
• Think at scale: onboarding 1,000+ endpoint environments takes planning, staging, and precision.
• Join scheduled video sessions, connect to the customer's Level account, and resolve issues live.
• Be the face of Level technical support for customers who need more than a ticket reply.
• Build reusable automations and contribute them to Level's library for every customer to use.
• Record how-to videos for customers and our YouTube channel. Solid on-camera skills are a must.
• Keep documentation accurate as the platform evolves.
• Take on ad hoc projects: cleaning up the automation library, standardizing naming, auditing help content.
• Help support our SOC 2 and ISO efforts. No prior experience needed, we'll train you.
• Run community outreach across Discord and other channels. Keep members engaged and represent Level well.
• Host regular office hours and product demos.

Requirements

• 10+ years hands-on as an MSP technician or internal IT pro who has run real environments at scale.
• Deep experience with at least one major RMM platform, so you can speak the language of customers migrating to Level.
• Strong Windows, macOS, and Linux skills. All three are required.
• Strong scripting in PowerShell and Bash.
• Experience managing 500+ endpoints; 1,000+ preferred.
• Comfortable running customer-facing sessions: onboarding calls, training, live troubleshooting.
• You think like a technician and a consultant, and you understand how IT departments actually operate.
• Strong communication, written, verbal, and on camera. You'll write docs, record YouTube videos, host office hours, and represent Level to paying customers.
• Self-directed and organized. You manage your own workload across competing priorities without a manager hovering.
• Sharp diagnostic instincts. You know the difference between a platform bug and a misconfigured firewall.
• You use AI tools heavily (Claude, ChatGPT, or whatever works) and know when the output is wrong and how to fix it.