Support Engineer

Headquarters: Asheville, NC URL: https://level.io S u p p o r t E n g i n e e r 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