Lead AI Support Systems Engineer — Remote

Openkrill; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Runway is hiring for a senior CX/Support Engineer to own the AI support agent, ticketing systems, and internal CX tooling. You will ship changes to reduce ticket volume, design robust QA, and build dashboards for CX metrics.

Collaborating with Product, Engineering and Analytics, you’ll define guardrails for refunds and money-related actions while maintaining a high-autonomy, fast-moving workflow. The role emphasizes building scalable, testable CX software and maintaining a knowledge base to

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.
• 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.
• 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
• 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
• 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 workflows

SQL

Billing API

CI/CD

Git

Tools

AWS

Job description

Runway is hiring for a senior CX/Support Engineer to own the AI support agent, ticketing systems, and internal CX tooling. You will ship changes to reduce ticket volume, design robust QA, and build dashboards for CX metrics.

Collaborating with Product, Engineering and Analytics, you’ll define guardrails for refunds and money-related actions while maintaining a high-autonomy, fast-moving workflow. The role emphasizes building scalable, testable CX software and maintaining a knowledge base to