Level: Support Engineer | JobSetuu
WWR Employer
Posted एक महीने पहले • Via weworkremotely.com
Description
Job Overview
- Source: WeWorkRemotely
Job Description
Headquarters: Asheville, NC
URL: https://level.io
Support Engineer
We're building the future of RMM, and the people who deploy it for our customers are mission critical. This is not a traditional support role. 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.
The opportunity
We're looking for a seasoned IT professional with 10+ years of real-world MSP or enterprise 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.
When sales closes a new customer, we want to say: "We're assigning you a dedicated IT professional with years of real-world 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
- 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.
- QA features before they reach production, catching issues before customers do.
- Write up findings for engineering with enough detail to reproduce and fix.
Customer onboarding
- Meet newly signed customers to understand their infrastructure, team, and current workflows.
- Learn their existing RMM setup and map it to how Level works.
- 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.
- Think at scale: onboarding 1,000+ endpoint environments takes planning, staging, and precision.
Live support sessions
- 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.
Automations and content
- 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.
- Keep documentation accurate as the platform evolves.
- Take on ad hoc projects: cleaning up the automation library, standardizing naming, auditing help content.
- Help support our SOC 2 and ISO efforts. No prior experience needed, we'll train you.
- 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
- 10+ years hands-on as an MSP technician or internal IT pro who has run real environments at scale.
- Deep 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.
- Comfortable running customer-facing sessions: onboarding calls, training, live troubleshooting.
- You think like a technician and a consultant, and you understand how IT departments actually operate.
- Strong communication, written, verbal, and on camera. You'll write docs, record YouTube videos, host office hours, and represent Level to paying customers.
- Self-directed and organized. You manage your own workload across competing priorities without a manager hovering.
- Sharp diagnostic instincts. You know the difference between a platform bug and a misconfigured firewall.
- 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
- QA or software testing experience in a technical support context.
- A background creating how-to video content or product documentation.
- 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
- Your work ships to everyone. The automations you build and the bugs your QA catches reach every Level customer.
- Enormous ownership. You carry the customer relationship from the first onboarding call through full independence.
- Direct access to founders. No layers, no bureaucracy.
- We're profitable and growing. This isn't a company burning runway hoping for a miracle.
- Room to grow as the company does.
Why you might not
- We're a small team. There's no tier 1 to descalate to and no one to hand the hard tickets to.
- You'll context-switch constantly. You might close a gnarly ticket in the morning, run a 1,000-endpoint onboarding call after lunch, and record a tutorial before you log off.
- You're customer-facing and on camera. If live training and YouTube videos aren't your thing, this isn't the role.
- We move fast and expect you to keep up.
- We rely on async communication. You need to write clearly and work without waiting to be told what's next.
Details
- Hourly Rate: $30–40 per hour, depending on experience
- Location: Fully remote, work from anywhere.
- Schedule: Full-time (40 hours/week)
- Occasional after-hours work may be required as needed to support customers.
- Apply: https://ask.level.io/r/supportengineer
To apply: https://weworkremotely.com/remote-jobs/level-support-engineer
Expert Career Tips for Level: Support Engineer Roles
To succeed in a competitive market as a Level: Support Engineer, you need more than just technical skills. Here are some expert strategies to elevate your profile:
- Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
- Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
- Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Level: Support Engineer requirements.
- Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
- Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.
Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.
Salary & Compensation
Salary not disclosed; typically competitive for the role.
Work Arrangement
Type: On-Site
Standard business hours at the office.
Comprehensive Application Strategy & Hiring Process
Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:
1. Initial Research & Tailoring
Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.
2. The Perfect Cover Letter
If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.
3. Navigating the Multi-Stage Interview
Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.
4. Post-Interview Follow-Up
Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.
By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.
Typical Interview Process
- Resume screening
- HR call
- Skill interview
- Final manager interview
- Offer
Tip: Research the company's products and culture.
Global Market Intelligence & Relocation Insights
At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:
The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.
Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.
Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.
Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.
Skills & Competency Roadmap for Professional Development
To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:
- Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
- AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
- Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
- Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.
By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.
Apply via JobSetuu
Discover your next career milestone on JobSetuu. This Level: Support Engineer position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.
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