Remote AI Support Systems Engineer — Own the CX Tooling

Runway; Santa Cruz de Tenerife; Teletrabalho; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Runway is building AI-powered simulation tools for creatives and developers. We seek a Support Systems Engineer who ships production code, not just tickets, and who can own the end-to-end CX platform from claim to resolution.

You’ll shape the tooling, define rubrics, and partner with Product and Engineering to improve customer outcomes. You will drive real-time support workflows, implement AI-driven routing and escalation, and maintain the knowledge base and reporting.

Qualificações

• 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, PR that survives review.
• Hands-on experience building AI or LLM-powered support workflows: prompt/context engineering, routing, evals.
• SQL experience; you own the reporting.
• Code-level experience with billing/payments APIs: invoices, prorations, refunds.
• Git, PR review, CI, staging and feature flags as default working mode.
• Real QA and eval: define rubrics, build test suites.
• Judgment on fix location: code, agent, or knowledge base.
• Track record carrying signal between support, product and other functions.
• Comfort in fast-moving environment with high ownership.
• Genuine interest in AI or creative tools.

Responsabilidades

• Own the AI support agent, our ticketing system and other Support tools end to end: authentication, routing, escalation, tone in staging.
• Ship daily product changes that reduce ticket volume and improve CX.
• Build and maintain internal CX tooling as real software: scripts, jobs, dashboards, admin surfaces.
• Run QA and evals with test suites and monitoring for outages and spikes.
• Own releases: staged rollouts, regression suite, clear rollback criteria.
• Build CX metrics reporting: volume, CSAT, time to respond/resolution, escalation accuracy.
• Guardrails on refunds and money touching actions; maintain audit trail.
• Keep knowledge base accurate for agents and handoff to ticketing.
• Maintain CX roadmap and coverage model, aligned with Head of CX priorities.
• Collaborate with AI platform vendor: weekly sessions, joint roadmap.

Conhecimentos

Customer Experience

Production code

TypeScript

Node.js

AI/LLM workflows

SQL

Billing/payments APIs

Git/PR/CI

QA & evals

Cross-functional collaboration

Autonomy

Ferramentas

TypeScript

Node.js

AWS

Descrição da oferta de emprego

Runway is building AI-powered simulation tools for creatives and developers. We seek a Support Systems Engineer who ships production code, not just tickets, and who can own the end-to-end CX platform from claim to resolution.

You’ll shape the tooling, define rubrics, and partner with Product and Engineering to improve customer outcomes. You will drive real-time support workflows, implement AI-driven routing and escalation, and maintain the knowledge base and reporting.