Remote AI Support Systems Engineer

Runway; España; Remote; EUR 107,000 - 143,000; Full time

Job summary

Runway is hiring a Support Systems Engineer to ship production code for AI-powered customer experience. You will own the AI support agent, ticketing, CX tooling, and release processes in a fast-moving environment.

The role reports to the Head of Customer Experience and is remote across North America and London, with offices in NYC, San Francisco, Seattle, and London. Prioritize ownership, quality, and scalable CX tooling.

Qualifications

• 5+ years in Customer Experience, Support Engineering or Support Operations with real time coding.
• Read codebases and ship production code, with TS/Node.js on AWS.
• Hands-on AI/LLM-powered support workflows experience.
• SQL for reporting ownership.

Responsibilities

• Own the AI support agent, ticketing system, routing and tone.
• Ship daily product changes to reduce ticket volume.
• Build internal CX tooling as real software.
• Run QA, evals, monitoring and alerts for outages.
• Own releases with staged rollouts and rollback criteria.
• Develop CX reporting on volume, CSAT, time, and escalation accuracy.
• Guard rails on refunds and money-related actions.
• Keep knowledge base accurate and agent handoffs.
• Keep CX roadmap aligned with priorities.
• Coordinate weekly with our AI platform vendor.

Skills

Support code

TypeScript

Node.js

AWS

AI workflows

SQL

QA/evals

PR reviews

Git

CRM tooling

Tools

TypeScript

Node.js

AWS

Job description

Runway is hiring a Support Systems Engineer to ship production code for AI-powered customer experience. You will own the AI support agent, ticketing, CX tooling, and release processes in a fast-moving environment.

The role reports to the Head of Customer Experience and is remote across North America and London, with offices in NYC, San Francisco, Seattle, and London. Prioritize ownership, quality, and scalable CX tooling.