About the Role
Level is redefining Remote Monitoring and Management (RMM) for the modern era, and we are looking for a Support Engineer who understands that excellence in IT is about more than just closing ticketsit is about empowering others through automation and expertise. This is a unique, high-ownership role designed for a seasoned MSP professional who wants to step out of the traditional corporate structure and into a fast-paced environment where their work directly impacts the global user base. As a core member of our small, profitable team, you will serve as the technical face of Level, helping customers manage thousands of endpoints while contributing to the very product you support. This position is built for those who value impact over bureaucracy and technical depth over routine tasks. Key ResponsibilitiesIn this role, you will own the end-to-end technical experience for our customers. You will manage the full inbound support queue, diagnosing whether issues are platform-specific bugs or environment-driven challenges, and route them with precision to our engineering team. Beyond reactive support, you will lead high-stakes onboarding sessions for customers managing upwards of 1,000 endpoints, mapping their existing workflows to Levels modern architecture. You will be responsible for creating custom automations in PowerShell and Bash that don't just solve one problem but are added to our library for use by the entire community. You will also participate in QA processes, ensuring that new features are battle-tested before they reach production.
- Act as the primary point of contact for technical triage, providing clear, empathetic, and rapid solutions to complex infrastructure questions.
- Perform deep-dive QA on new features before they hit production, ensuring our software maintains the highest standards of reliability.
- Lead live video support and training sessions, acting as a consultant to help MSP owners optimize their operations.
- Produce high-quality technical content, including documentation and how-to videos for our YouTube channel and community Discord.
- Support internal compliance efforts (SOC 2/ISO) and host regular office hours to showcase new product capabilities to the user base.
- Build, audit, and standardize Levels automation library to ensure it remains a best-in-class resource for IT professionals.
We are looking for a technical powerhouse with at least 10 years of hands-on experience as an MSP technician or internal IT professional who has managed real environments at scale. You should have a proven track record of managing large-scale environments (at least 500+ endpoints) and a deep mastery of at least one major legacy RMM platform. You are not just a user of tools; you are a builder who understands the underlying logic of systems administration across all major operating systems. This role requires someone who is as comfortable on camera as they are in a terminal.
- Expertise in Windows, macOS, and Linux is mandatory; you must be comfortable troubleshooting across a diverse ecosystem.
- Advanced scripting skills in PowerShell and Bash to develop reusable, scalable automations for varied environments.
- Excellent communication skills with the ability to explain complex technical concepts clearly on camera, in writing, and during live sessions.
- A self-directed mindset with the ability to manage competing priorities in a remote, asynchronous environment without micromanagement.
- Sharp diagnostic instincts with the ability to distinguish between platform bugs and misconfigured local firewalls or network issues.
- Proficiency with modern AI tools (such as Claude or ChatGPT) to accelerate workflows while maintaining a critical eye for technical accuracy.
- Experience with compliance frameworks (SOC 2, HIPAA) or endpoint security tools (SentinelOne, CrowdStrike) is a significant plus.
Joining Level means joining a profitable, growing company where your contributions are visible and valued immediately. We offer a culture of radical ownership and zero bureaucracy, where you have direct access to the founders and a real say in the product roadmap. This is a fully remote position that offers the flexibility to work from anywhere while building the future of IT management software alongside a team that values speed and precision.
- Competitive hourly rate of $30$40, commensurate with your extensive technical expertise and experience.
- The opportunity to see your work shipped to thousands of users worldwide in real-time.
- A collaborative, small-team environment where you can grow professionally as the company scales.
- Flexible, fully remote work structure with a standard 40-hour work week.
- Direct impact on product development and the ability to shape the user experience for the global MSP community.