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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Systems Engineer - **Company:** The Runway - **Location:** New York, NY, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Data Analysis, Audit Trail, Issue Tracking Systems, Routing, Node.Js, SQL Databases, TypeScript, Large Language Models, Git, Production Code, Discord, Software Coding - **Published:** September 24, 2026 - **Apply:** https://startup.jobs/support-systems-engineer-runwayml-10140071 ## About the Role * 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 ## Description 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 ## Related Videos - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [How a Small Team Shrank a Microsoft Monorepo by 94%](https://www.wearedevelopers.com/videos/1236-how-a-small-team-shrank-a-microsoft-monorepo-by-94) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Stop using Node.js like in 2020! 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