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Support Systems Engineer

Runway· Customer Experience
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Remote$130k - $200kFull-timePosted 4w ago

About the role

We are building AI to simulate the world and are scaling the systems behind our support team. This role owns end-to-end support tooling and production code to improve CX, focusing on AI-powered support workflows, ticketing systems, and metrics.

Responsibilities

  • 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
  • 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
  • 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
  • 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

Qualifications

  • 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
  • Code-level experience with a billing or payments API: invoices, prorations, refunds
  • Git, PR review, CI, staging and feature flags
  • 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

Skills

Required:TypeScriptNode.jsSQLAI / LLM workflowsBilling / Payments API

Benefits

  • Salary range: $130K – $200K
  • Remote flexibility with North America and London, plus offices in NYC, San Francisco, Seattle, London
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Last updated Oct 25, 2026. Interested? Apply on the company site.
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