Searching for remote technical support jobs that offer real ownership and impact? This Support Engineer role at Level allows you to work from home while providing essential support to customers managing complex IT environments.
About the Role
In this role, you will take full ownership of the inbound support queue, ensuring customer issues are resolved efficiently and effectively. You will engage directly with clients, providing onboarding, training, and ongoing support for their IT infrastructure.
Why This Job Stands Out
- Enjoy significant ownership of customer relationships from onboarding to independence
- Be part of a small, agile team with direct access to the founders
- Work in a fast-paced environment that values initiative and self-direction
Job Insights
Work TypeRemote work from home job
Who This Job Is For
- Experienced IT professionals seeking senior remote admin jobs with a focus on customer support
- Candidates with a strong background in managing large-scale IT environments and RMM platforms
- Individuals looking for virtual assistant jobs that involve technical troubleshooting and customer training
What You Will Do
- Manage the entire inbound support queue from start to finish
- Provide timely and empathetic responses to customer inquiries
- Diagnose and route issues effectively, distinguishing between platform bugs and customer-side problems
- Conduct quality assurance on features before they are released to customers
- Collaborate with new customers to understand their infrastructure and workflows
- Develop custom automations tailored to client environments during onboarding
- Train customer teams to ensure they become fully independent
- Record how-to videos and maintain accurate documentation for the evolving platform
- Engage in community outreach and host regular product demos
What They Are Looking For
Skills & Experience
- 10+ years of experience as an MSP technician or internal IT professional
- Proficiency in at least one major RMM platform
- Strong skills in Windows, macOS, and Linux environments
- Experience in scripting with PowerShell and Bash
- Ability to manage 500+ endpoints; experience with 1,000+ is preferred
What They Expect
- Demonstrate strong communication skills, both written and verbal
- Be self-directed and organized in managing workload
- Exhibit sharp diagnostic instincts to resolve technical issues
- Utilize AI tools effectively to enhance support processes
What They Offer
- Hourly rate of $30-40, depending on experience
- Fully remote work setup, allowing you to work from anywhere
- Full-time schedule with a commitment of 40 hours per week
Tips for Applicants
- Highlight your experience with RMM platforms and managing large endpoint environments
- Showcase your ability to communicate technical concepts clearly, especially in written documentation
- Prepare examples of how you've successfully onboarded and trained clients in the past
Frequently Asked Questions
What is the expected work schedule for this role?
This is a full-time position requiring 40 hours per week, with occasional after-hours work as needed to support customers.
Is prior experience with Level's platform necessary?
No prior experience with Level is required; the company provides training to help you get up to speed.
What tools and technologies should I be familiar with?
You should have strong skills in Windows, macOS, and Linux, as well as scripting experience in PowerShell and Bash.
