engineering
Posted YesterdaySupport Engineer
at Level
GlobalRemote
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
Requirements
- 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.