Runway ML Support Systems Engineer at Runway ML owns and develops AI support agent and internal customer experience tools. The role involves shipping production code, running QA, and building CX reporting systems.
Responsibilities
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.
We're looking for a Support Systems Engineer who ships production code, not tickets and specs: someone who takes a fix from proposal to merged PR themselves. This role reports directly to the Head of Customer Experience.
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
Qualification
5+ years in Customer ExperienceSQL experienceGitReal QA and eval experienceJudgment about where a fix belongsGenuine interest in AIWhat sets you apart
Required
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
