Lead CX Systems Engineer: AI, Tickets & Automation
Runway
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Benefits offered by this job
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
Tools
Job description
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
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