Level is hiring a Support Engineer for a fully remote position paying between $60,000 and $90,000 annually. This is not a standard help desk role. Level builds a modern RMM platform for MSPs and IT teams, and the person filling this seat needs to operate at a high technical level from day one.
The job demands someone who can close difficult tickets, onboard enterprise-scale customers, and build automations, all in the same week. That is a wide skill set. Understanding exactly what Level expects helps you assess where you stand and what gaps you may need to close.
What Level Actually Does
Level is a Remote Monitoring and Management (RMM) platform built specifically for MSPs and IT teams handling hundreds to thousands of endpoints. The company is profitable, growing, and ships product fast with a lean team. Legacy RMM tools still dominate the market, and Level is positioning itself as the smarter, simpler alternative.
Support Engineers at Level are not background players. They are the professionals MSP owners trust on first contact. That reputation shapes every skill the role requires.
Technical Skills Required
Deep RMM and MSP Knowledge
Level wants candidates with 10 or more years of real-world MSP or enterprise IT experience. That is the baseline. You need firsthand experience managing endpoints at scale, not just theoretical knowledge of how RMM tools work.
- Hands-on experience with at least one major RMM platform
- Understanding of MSP workflows and how managed service delivery works
- Ability to map a customer's existing RMM setup to how Level operates
- Experience onboarding environments with 1,000 or more endpoints
Automation and Scripting
Building reusable automations is a core part of this role. Level ships those automations to its entire customer base, so the quality bar is high. You need practical scripting experience, not just surface-level familiarity.
- PowerShell scripting for Windows environments
- Bash or Shell scripting for Linux and macOS endpoints
- Experience writing automation logic that runs reliably across diverse infrastructures
- Ability to build and document reusable scripts others can adapt
Network and Infrastructure Troubleshooting
Diagnosing whether a problem lives inside Level's platform or inside a customer's environment is a daily task. That requires strong infrastructure fundamentals. You should be comfortable navigating complex network setups without hand-holding.
- TCP/IP networking, DNS, DHCP, and firewall configuration
- Windows Server and Active Directory administration
- Understanding of endpoint security and patch management
- Experience with virtualization platforms like VMware or Hyper-V
Bug Reporting and QA
Level expects Support Engineers to QA features before they reach production. When bugs surface, you write them up with enough detail for engineering to reproduce and fix the issue. This requires a structured, methodical mindset.
- Ability to write clear, reproducible bug reports
- Experience with basic QA processes and testing methodologies
- Skill in isolating variables to identify root cause
- Comfort communicating technical findings to a software engineering team
Soft Skills That Matter at Level
Clear Written Communication
Remote work lives and dies on written communication. Every ticket response, onboarding note, and bug report reflects your ability to communicate with precision. Clarity and speed are both explicitly mentioned in the job description.
Customers need answers they can act on immediately. Engineering needs bug reports they can use without asking follow-up questions. Both audiences require a different writing register, and you need to switch between them naturally.
Empathy Under Pressure
MSP owners under pressure are not always patient. Customers managing thousands of endpoints have real business risk sitting on every unresolved ticket. Responding with empathy while staying technically precise is a skill many engineers underestimate.
Level calls this out directly in the job description. Empathy is not soft filler here. It is a professional requirement tied directly to customer retention and trust.
Ownership Mentality
Level is a small team with no bureaucracy. Nobody is managing the queue for you or handing off the difficult tickets to a senior tier. You own the full support queue from open to close. That kind of autonomy requires genuine self-direction.
If you thrive with clear ownership and minimal hand-holding, this environment suits you well. If you prefer structured escalation paths and layered management, this role will feel uncomfortable quickly.
Video Communication Skills
Recording platform how-to videos is part of the job. Strong spoken communication, screen recording ability, and the patience to produce clear instructional content all matter here. This is a less common requirement for Support Engineer roles, and it sets Level apart.
Experience Level and Background
The 10-plus years requirement is not flexible window dressing. Level is explicitly looking for someone MSP owners trust on sight. That credibility takes years to build through real-world deployments, escalations, and customer relationships.
Backgrounds that align well with this role include:
- Senior MSP technician or team lead roles
- IT infrastructure engineer at a mid-to-large enterprise
- Systems administrator with customer-facing support experience
- Technical account manager with deep hands-on engineering skills
Pure help desk experience without infrastructure depth will not meet the bar. The role blends technical depth with customer-facing communication at a level that requires both to be genuinely strong.
How to Build These Skills If You Have Gaps
Get Hands-On With RMM Platforms
Several major RMM vendors offer trial environments or partner programs. NinjaRMM, ConnectWise Automate, and Datto RMM all have accessible entry points for learning. Spend time deploying agents, building policies, and exploring automation libraries inside real trial environments.
Reading documentation is not enough. Actual deployment experience with real endpoints teaches you things no course covers. Build a home lab with a few virtual machines and treat it like a real customer environment.
Sharpen Your Scripting Skills
PowerShell is non-negotiable for Windows-heavy MSP environments. Microsoft Learn offers free structured PowerShell training. Beyond basics, practice writing scripts that solve real IT problems like automating software installs, parsing event logs, or remediating common endpoint issues.
Publish your scripts on GitHub. This creates a portfolio that demonstrates capability more convincingly than a certification ever will.
Practice Writing Bug Reports
Join beta programs for software tools you already use. Practice filing detailed, structured bug reports with clear steps to reproduce, expected behavior, and actual behavior. Open source projects on GitHub welcome this kind of contribution and give you real practice communicating with engineering teams.
Build Customer Communication Skills
Take on customer-facing responsibilities wherever your current role allows. Volunteer to run onboarding calls, write internal documentation, or produce short training videos for colleagues. These experiences build the communication muscle Level is specifically looking for in this hire.
Salary and What the Range Reflects
The $60,000 to $90,000 salary range for a fully remote role reflects the technical depth required. The lower end likely corresponds to candidates meeting the baseline requirements. The upper end targets those bringing deep MSP leadership experience, strong automation skills, and a proven track record of high-stakes customer onboarding.
For experienced MSP professionals, this range is competitive for a remote role with genuine ownership and direct product impact at a growing company.
Candidates interested in the Level Support Engineer position can apply directly at https://remoteOK.com/remote-jobs/remote-support-engineer-level-1132895.
