Support Systems Engineer
Runway · Remote · Remote · Seattle, WA · London · New York, NY · San Francisco, CA ·
COMPENSATION
$130k – $200k
Listed on the employer's job board (Ashby)
- Fully remote (NA/London)
- TypeScript + Node.js
- AI/LLM support workflows
- 5+ years experience
- Reports to Head of CX
Runway is developing AI world models to simulate reality, merging art and science to accelerate progress in robotics and scientific discovery. The team is scaling the systems behind its support operations to serve a growing global community of creators.
As a Support Systems Engineer, you will own the AI support agent, ticketing system, and internal tooling. You will write production code to automate workflows, manage billing logic, and ensure high-quality customer experiences through rigorous testing and monitoring.
What you'll do
- Own the AI support agent, ticketing system, and authentication end-to-end
- Ship daily product changes to reduce ticket volume and automate refunds
- Build internal CX tooling including scripts, dashboards, and admin surfaces
- Run QA evaluations with test suites and monitor for outages or bugs
- Manage releases with staged rollouts, regression suites, and rollback criteria
- Build and maintain accurate CX reporting on volume, CSAT, and resolution time
- Implement guardrails for refunds, account changes, and PII handling
- Keep the knowledge base structured for agent parsing and ticket handoffs
- Coordinate with AI platform vendors on roadmaps and issue resolution
- Collaborate with Product, Engineering, and Community teams on bug fixes
What you'll need
- 5+ years in Customer Experience, Support Engineering, or Operations
- Proven experience writing and shipping production code
- Proficiency in reading and modifying TypeScript codebases
- Hands-on experience building AI or LLM-powered support workflows
- Strong SQL skills for independent reporting and data analysis
- Experience with billing or payments APIs including invoices and refunds
- Familiarity with Git, CI, staging environments, and feature flags
- Ability to define QA rubrics and calibrate evaluation standards
- Strong judgment on whether fixes belong in code, agent, or docs
- Comfortable managing work autonomously in a fast-paced environment
Nice to have
- Genuine interest in AI technologies or creative tools
- Track record of turning cross-functional signals into action
- Experience improving systems without explicit direction
Stack
- TypeScript
- Node.js
- AWS
- SQL
- Git
How you'll work
- Remote across North America and London
- Offices in NYC, San Francisco, Seattle, and London
- Reports directly to the Head of Customer Experience
Hiring process
- Try the Runway product and build a custom workflow
- Submit this workflow instead of a traditional cover letter
- Interview process includes product familiarization steps