Customer Experience Systems Engineer

Runway; United States; Hybrid; USD 130,000 - 210,000; Full time

Benefits offered by this job

100% medical, dental, and vision

Unlimited PTO with sabbatical

401k Matching 3%

Remote stipend $250/month

Community donations program

Tech setup stipend

Parental leave 16 weeks

L&D $600 stipend

Wellness $600 stipend

Job summary

Runway is seeking a Support Systems Engineer who writes production code to improve customer experience. You will own the AI support agent, ticketing, and CX tooling, shipping daily changes to reduce ticket volume and enhance automation.

The role requires strong QA, billing API experience, and end-to-end release ownership in a fast-moving environment. You will collaborate with Product, Engineering, and Education teams, build data-driven CX reporting, and establish guardrails on sensitive

Qualifications

• 5+ years in Customer Experience, Support Engineering or Support Operations.
• Proven QA and eval experience with test suites and rubrics.
• Code-level experience with a billing or payments API: invoices, prorations, refunds.

Responsibilities

• Own the AI support agent, ticketing system and support tools end to end.
• Ship daily product changes to reduce ticket volume and improve automation.
• Build and maintain internal CX tooling as software, including scripts, dashboards, and admin surfaces.
• Run QA and evals with real test suites and monitoring for outages or spikes.
• Own releases with staged rollouts, regression suites, and clear rollback criteria.
• Develop CX reporting: volume, CSAT, deflection, turnaround and escalation metrics.
• Maintain guardrails on refunds and money touching processes and audit trails.
• Keep knowledge base accurate and structured for agent handoff.

Skills

CX experience

QA & evals

AI workflows

Billing API

Git/PR/CI

SQL

TypeScript

Node.js

AWS

Deployment ownership

Tools

TypeScript

Node.js

AWS

Job description

• We’re looking for a Support Systems Engineer who ships production code, not tickets and specs: someone who takes a fix from proposal to merged PR themselves. This role reports directly to the Head of Customer Experience
• 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. Recent example: extending automatic refund eligibility to one-click credit purchases, accidental upgrades and month-based proration on annual terms
• 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

Benefits

• 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
• Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can’t forget about Summer Fridays
• 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
• Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
• Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
• Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
• Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
• L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
• Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships

5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing codeA track record carrying signal between support, product and other functions and turning it into actionReal QA and eval experience: you can define rubrics, build test suites and calibrate against what good looks likeCode-level experience with a billing or payments API: invoices, prorations, refunds. A large share of consumer tickets live hereGit, PR review, CI, staging and feature flags as your default way of workingJudgment about where a fix belongs, in code, in the agent or in the knowledge baseHands-on experience building and tuning AI or LLM-powered support workflows: prompt and context engineering, routing, escalation design, evalsGenuine interest in AI, creative tools or bothSQL experience. You own the reporting, so you shouldn’t be waiting on Analytics for itYou 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 AWSComfort managing your own work in a fast-moving environment, high ownership and high autonomy