Support Systems Engineer

About the role

Runway is building AI tools that make content creation easy for creators worldwide. We need a Support Systems Engineer to own and improve the AI support agent, ticketing system, and related CX tooling, delivering reliable, automated support experiences.

Key responsibilities

• Own the AI support agent, authentication, routing, escalation paths and tone, testing changes in staging before production.
• Ship daily product changes that reduce ticket volume, such as automatic refund eligibility and proration logic.
• Build and maintain internal CX tools (scripts, jobs, dashboards, admin surfaces) as production‑grade software.
• Run QA and evaluation suites, set up monitoring, alerts, and manage staged rollouts with clear rollback criteria.
• Develop and maintain CX reporting on volume, deflection, CSAT, response times, and agent spend.
• Implement guardrails for refunds, account changes, and any PII‑related actions, including audit trails.

Required profile

• 5+ years in Customer Experience, Support Engineering or Support Operations with hands‑on coding experience.
• Proven ability to ship production code in unfamiliar codebases, using TypeScript, Node.js, Git, CI/CD and feature flags.
• Experience building AI or LLM‑powered support workflows, including prompt engineering and routing design.
• Strong judgment on where fixes belong (code, agent, knowledge base) and ability to communicate signals across product, engineering and support teams.

Required skills

• TypeScript
• Node.js
• AWS
• SQL
• Billing/payments API experience (invoices, refunds, prorations)
• Git, PR review, CI/CD pipelines
• QA and evaluation framework design