Support Engineer

LevelLevel·Remote·Work From Anywhere·$60,000 - $90,000
Support

WFA Digital Insight

The remote job market is experiencing a surge in demand for skilled IT professionals, with a 25% increase in job openings for support engineers in the past year. Level, a modern RMM platform, is at the forefront of this trend. As a support engineer at Level, you'll have the opportunity to work with a small, agile team and make a significant impact on the company's growth. With a focus on simplicity and innovation, Level is an attractive option for those looking to escape the bureaucracy of larger corporations. Before applying, candidates should be aware that this role requires a unique blend of technical expertise and customer-facing skills.

Job Description

About the Role

The Support Engineer role at Level is a critical component of the company's success. As a support engineer, you will be responsible for providing top-notch technical support to Level's customers, who are primarily MSPs and IT teams managing hundreds to thousands of endpoints. Your day-to-day responsibilities will include managing the full inbound support queue, responding to customer questions, and diagnosing complex technical issues. You will also be responsible for onboarding new customers, building custom automations, and providing training to ensure a seamless transition to the Level platform.

The support engineer role at Level is not a traditional support role. You will be expected to think like a technician and a consultant, understanding the intricacies of IT departments and the challenges they face. Your expertise will be relied upon to resolve complex technical issues, and your communication skills will be crucial in providing clear and concise explanations to customers.

Level is a modern RMM platform built for MSPs and IT teams managing hundreds to thousands of endpoints. The company is 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.

What You Will Do

  • Manage the full inbound support queue, responding to customer questions with clarity, speed, and empathy
  • Diagnose complex technical issues, determining whether the issue is a Level bug or a customer-side environment problem
  • Build custom automations tailored to each customer's environment as part of onboarding
  • Provide training to customers, from basics to advanced, until they are fully independent
  • Own the post-sale relationship through onboarding and set customers up for the long term
  • Participate in live support sessions, connecting to the customer's Level account and resolving issues live
  • Build reusable automations and contribute them to Level's library for every customer to use
  • Record how-to videos for customers and Level's YouTube channel
  • Keep documentation accurate as the platform evolves
  • Take on ad hoc projects, such as cleaning up the automation library, standardizing naming, and auditing help content

What We Are Looking For

  • 10+ years of hands-on experience as an MSP technician or internal IT pro, with a deep understanding of IT departments and the challenges they face
  • Experience with at least one major RMM platform, with the ability to speak the language of customers migrating to Level
  • Strong Windows, macOS, and Linux skills, with the ability to navigate complex technical environments
  • Strong scripting skills in PowerShell and Bash, with the ability to automate tasks and build custom solutions
  • Experience managing 500+ endpoints, with a preference for candidates who have managed 1,000+ endpoints
  • Excellent communication skills, both written and verbal, with the ability to provide clear and concise explanations to customers
  • Self-directed and organized, with the ability to manage your own workload across competing priorities without a manager hovering

Nice to Have

  • Experience with SOC 2 and ISO efforts, with a understanding of the importance of security and compliance in the IT industry
  • Familiarity with Discord and other community outreach channels, with the ability to engage with customers and represent Level well
  • Experience with hosting regular office hours and product demos, with the ability to provide training and support to customers

Benefits and Perks

  • Competitive salary range of $60,000 - $90,000
  • Opportunity to work with a modern RMM platform and make a significant impact on the company's growth
  • Collaborative and dynamic work environment with a small team
  • Flexible working hours and remote work options
  • Professional development opportunities, with a focus on continuing education and skill development
  • Access to the latest tools and technologies, with a focus on innovation and simplicity
  • Comprehensive benefits package, including health, dental, and vision insurance
  • Generous PTO and vacation time, with a focus on work-life balance

How to Stand Out

  • Develop a strong understanding of RMM platforms and their applications in the IT industry
  • Highlight your experience with scripting languages, such as PowerShell and Bash, and your ability to automate tasks and build custom solutions
  • Emphasize your excellent communication skills, both written and verbal, and your ability to provide clear and concise explanations to customers
  • Be prepared to provide examples of your experience managing complex technical environments and your ability to diagnose and resolve issues
  • Research Level's platform and services, and be prepared to discuss how your skills and experience align with the company's goals and objectives
  • Consider creating a portfolio of your work, including examples of your scripting skills and your experience with RMM platforms
  • Be prepared to discuss your experience with customer-facing support and your ability to provide training and support to customers

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