Support Engineer

About Level

Level is a modern Remote Monitoring and Management (RMM) platform designed for Managed Service Providers (MSPs) and IT teams managing hundreds to thousands of endpoints. We are a profitable, fast-growing company with a small, focused team dedicated to making RMM simpler and smarter than the legacy tools dominating the market.

About the Role

We are seeking a seasoned Support Engineer to join our mission-critical team. This is not a traditional support role. You will be responsible for closing complex tickets, onboarding customers with extensive endpoint environments, developing automations that benefit all users, and serving as a trusted IT professional for MSP owners. If you thrive on ownership, impact, and a streamlined work environment, you will find your place here.

Key Responsibilities

• Ticket Management:
  • Own the entire inbound support queue from open to close, providing clear, fast, and empathetic responses.
  • Diagnose issues to determine if they are platform bugs or customer-side environment problems, and route them appropriately.
  • Perform quality assurance on new features before production release to identify issues proactively.
  • Document findings for the engineering team with sufficient detail for reproduction and resolution.
• Customer Onboarding:
  • Conduct initial meetings with new customers to understand their infrastructure, team, and current workflows.
  • Analyze existing RMM setups and map them to Level's functionality.
  • Develop custom automations tailored to each customer's environment during the onboarding process.
  • Provide comprehensive training to customer teams, from basic to advanced usage, ensuring their independence.
  • Manage the post-sale relationship through onboarding, setting customers up for long-term success.
  • Plan, stage, and execute precision deployments for environments with 1,000+ endpoints.
• Live Support & Content Creation:
  • Join scheduled video sessions to connect to customer Level accounts and resolve issues live.
  • Serve as the primary technical support contact for customers requiring more than ticket-based assistance.
  • Build and contribute reusable automations to Level's shared library.
  • Record how-to videos for customer education and the company's YouTube channel.
  • Maintain accurate documentation as the platform evolves.
  • 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 will be provided).
  • Engage in community outreach via Discord and other channels, fostering engagement and representing Level positively.
  • Host regular office hours and product demonstrations.

Requirements

• 10+ years of hands-on experience as an MSP technician or internal IT professional managing large-scale environments.
• In-depth experience with at least one major RMM platform.
• Strong proficiency in Windows, macOS, and Linux.
• Proficient scripting skills in PowerShell and Bash.
• Experience managing 500+ endpoints; 1,000+ preferred.
• Comfortable conducting customer-facing sessions, including onboarding, training, and live troubleshooting.
• Ability to think and act as both a technician and a consultant, understanding IT department operations.
• Excellent written, verbal, and on-camera communication skills.
• Self-directed, organized, and able to manage workload across competing priorities independently.
• Strong diagnostic instincts to differentiate between platform bugs and configuration issues.
• Proficient use of AI tools (e.g., Claude, ChatGPT) with the ability to critically evaluate and correct AI-generated output.

Nice to Have

• Experience in QA or software testing within a technical support context.
• Background in 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 (e.g., SentinelOne, CrowdStrike).

What We Offer

• Impact: Your work directly impacts all Level customers through automations and bug fixes.
• Ownership: You will own the customer relationship from initial onboarding through to full independence.
• Direct Access: Collaborate directly with founders, free from bureaucracy.
• Stability: Join a profitable and growing company.
• Growth: Opportunities for professional development as the company expands.

Details

• Hourly Rate: $30 - $40 per hour, commensurate with experience.
• Location: Fully remote, work from anywhere.
• Schedule: Full-time (40 hours/week). Occasional after-hours work may be required.