AI Support Systems Engineer - Remote

Runway; New York (NY); Remote; USD 140,000 - 190,000; Full time

Job summary

Runway in North America across remote locations and with offices in NYC, SF, Seattle, and London seeks a Support Systems Engineer who ships production code, not tickets. You’ll own the AI support agent, ticketing and CX tooling from auth to routing, tested in staging before live traffic.

You’ll build dashboards, QA suites, guardrails around money/PII, and collaborate with Product and Engineering on bugs, rollouts, and knowledge management. Autonomy and creative problem solving are encouraged.

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. You own the reporting, so you shouldn't be waiting on Analytics for it
• Code-level experience with a billing or payments API: invoices, prorations, refunds. A large share of consumer tickets live here
• Git, PR review, CI, staging and feature flags as your default way of working
• 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

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. You own the correctness and availability of the queries.
• 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, so gaps show up before they bite
• 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

Skills

TypeScript

Node.js

AI/LLM workflows

SQL

Git/CI

QA & eval design

Billing API

Tools

AWS

CI/CD

Job description

Runway in North America across remote locations and with offices in NYC, SF, Seattle, and London seeks a Support Systems Engineer who ships production code, not tickets. You’ll own the AI support agent, ticketing and CX tooling from auth to routing, tested in staging before live traffic.

You’ll build dashboards, QA suites, guardrails around money/PII, and collaborate with Product and Engineering on bugs, rollouts, and knowledge management. Autonomy and creative problem solving are encouraged.