CX Systems Engineer: AI Support & Automation

Runway; United States; Remote; USD 130,000 - 200,000; Full time

Job summary

Runway is seeking a CX Systems Engineer to ship production code and own the customer-experience tooling. You’ll manage the AI support agent, ticketing flow, and internal CX dashboards, while building guardrails for money-related actions and ensuring data accuracy across systems.

You will work with a fast-moving team, shipping daily product changes and collaborating with Product, Engineering, and Education teams.

Qualifications

• 5+ years in CX/Support Engineering with coding experience.
• Shipping production code in existing codebases; TS/Node.js on AWS.
• Hands-on in AI/LLM-powered support workflows: prompts, routing, evals.
• SQL for reporting ownership and data-driven decisions.
• Billing API experience: invoices, prorations, refunds.

Responsibilities

• Own the AI support agent, ticketing system and CX tooling end to end.
• Ship daily product changes reducing ticket volume and improving refunds.
• Build internal CX tooling with scripts, jobs, dashboards and admin surfaces.
• Run QA/evals with test suites, monitoring and outages/volume alerts.
• Own releases with staged rollouts, regression suites and rollback criteria.
• Develop CX reporting: volume, CSAT, deflection, response times.
• Guardrails on refunds and money-related actions with audit trails.
• Keep knowledge base accurate and agent-ready.
• Collaborate with Product/Eng/Sales/Education on roadmaps and routing.

Skills

Customer Experience

TypeScript/Node.js

AI/LLM workflows

SQL

Billing API integration

Git/CI

QA/evals design

Problem solving

Tools

AWS

Billing API tooling

Job description

Runway is seeking a CX Systems Engineer to ship production code and own the customer-experience tooling. You’ll manage the AI support agent, ticketing flow, and internal CX dashboards, while building guardrails for money-related actions and ensuring data accuracy across systems.

You will work with a fast-moving team, shipping daily product changes and collaborating with Product, Engineering, and Education teams.