Support Engineer

GlobalRemote

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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.
Write up findings for engineering with enough detail to reproduce and fix. Customer onboarding
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.
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.
Run community outreach across Discord and other channels. Keep members engaged and represent Level well.
Host regular office hours and product demos. What you'll need

Level is a modern RMM platform built for MSPs and IT teams managing hundreds to thousands of endpoints.
experience who can do all of this in a single week: close hard technical tickets, run a deep onboarding for a customer managing 1,000+ endpoints, build a reusable automation, record a platform how-to video, and flag a product bug to engineering with enough detail to reproduce it.
experience who will learn your environment and personally help you deploy Level across your infrastructure." That's the bar. You're the kind of person MSP owners trust immediately. What you'll own Tickets and triage
Learn their existing RMM setup and map it to how Level works.
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.
You use AI tools heavily (Claude, ChatGPT, or whatever works) and know when the output is wrong and how to fix it. Nice to have
experience in a technical support context.
Familiarity with Level specifically.
Knowledge of compliance frameworks (SOC 2, HIPAA, ISO 27001) relevant to MSP customers.
Familiarity with endpoint security tools (SentinelOne, CrowdStrike, and similar). Why you might want this
This is a beta feature to avoid spam applicants.

We're looking for a seasoned IT professional with 10+ years of real-world MSP or enterprise
When sales closes a new customer, we want to say: "We're assigning you a dedicated IT professional with years of real-world
10+ years hands-on as an MSP technician or internal IT pro who has run real environments at scale. Deep

We're building the future of RMM, and the people who deploy it for our customers are mission critical.
You'll close hard tickets, onboard customers running thousands of endpoints, build automations that ship to everyone, and be the IT professional MSP owners trust on sight.
If you want real ownership, real impact, and zero bureaucracy, you'll feel at home here. About Level
We're profitable, growing, and shipping fast with a small team, focused on making RMM simpler and smarter than the legacy tools that still dominate the market. The opportunity
QA features before they reach production, catching issues before customers do.
Meet newly signed customers to understand their infrastructure, team, and current workflows.
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.
Keep documentation accurate as the platform evolves.