Support Systems Engineer

Open to hiring remote across North America and London - we also have offices in NYC, San Francisco, Seattle, and London.

We’re building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we’re scaling the systems behind our support team so we can keep delivering delightful experiences as that community grows., * Own the AI support agent, our ticketing system and other Support tools end to end: authentication (JWT), response logic, routing, escalation paths and tone, tested in staging before it sees live traffic

• Ship daily product changes that remove ticket volume. Recent example: extending automatic refund eligibility to one-click credit purchases, accidental upgrades and month-based proration on annual terms
• Build and maintain internal CX tooling as real software, not one-offs: scripts, jobs, dashboards, admin surfaces
• Run QA and evals with real test suites and pass/fail rubrics, plus monitoring and alerts for outages, bugs and volume spikes
• Own releases: staged rollouts, a regression suite before every ship, clear rollback criteria, a writeup when something reaches production
• Build the CX reporting the org runs on: volume, deflection, CSAT, reply and resolution time, escalation accuracy, agent spend. You own the correctness and availability of the queries.
• Build and stage the guardrails on refunds, account changes and anything touching money or PII, including the audit trail
• Keep the knowledge base accurate and structured for the agent to parse, and manage the handoff into the ticketing system
• Keep the CX roadmap and the coverage model current, sequenced against priorities set by the Head of CX, so gaps show up before they bite
• Run the day-to-day with our AI platform vendor: weekly working session, joint roadmap, issues filed with reproductions
• Carry signal across teams: Product and Engineering on bugs and rollouts, Customer Education on self-serve, community on Discord and the forums, GTM and Analytics on routing and reporting

• 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code
• You ship production code in codebases you didn’t write: read TypeScript, trace logic through someone else’s service, put up a PR that survives review. Our stack is TypeScript and Node.js on AWS
• Hands-on experience building and tuning AI or LLM-powered support workflows: prompt and context engineering, routing, escalation design, evals
• SQL experience. You own the reporting, so you shouldn’t be waiting on Analytics for it
• Code-level experience with a billing or payments API: invoices, prorations, refunds. A large share of consumer tickets live here
• Git, PR review, CI, staging and feature flags as your default way of working
• Real QA and eval experience: you can define rubrics, build test suites and calibrate against what good looks like
• Judgment about where a fix belongs, in code, in the agent or in the knowledge base
• A track record carrying signal between support, product and other functions and turning it into action
• Comfort managing your own work in a fast-moving environment, high ownership and high autonomy
• Genuine interest in AI, creative tools or both

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

We are building AI to simulate the world through merging art and science.

We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems - robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.

World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.

Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we’d love to hear from you., There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.