Remote Enterprise AI Support Specialist

Runway; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Runway is seeking an experienced support professional to join our world-building AI platform. You’ll handle complex enterprise inquiries via email, chat, and calls, deliver technical and creative assistance, and drive customer retention at scale.

The role requires 3-5+ years in customer-facing technical roles, an autonomous work style, and a track record of improving processes. Remote-friendly with potential West Coast office collaboration.

Qualifications

• 3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management).
• Experience with enterprise customers and complex escalations.
• Ability to work autonomously with minimal supervision.

Responsibilities

• Manage customer inquiries across email, chat, and Slack, focusing on complex cases requiring human judgment.
• Provide technical and creative support to enterprise customers via written communication and calls.
• Investigate technical issues and create detailed bug reports to save engineering time.
• QA test AI support automation for quality and accuracy.
• Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams.
• Stay current on product updates by actively using Runway.
• Contribute to knowledge base, documentation, and process improvements.
• Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and own problems through resolution.

Skills

Video editing

Content creation

Generative AI tools

Enterprise support

Technical communication

Job description

Runway is seeking an experienced support professional to join our world-building AI platform. You’ll handle complex enterprise inquiries via email, chat, and calls, deliver technical and creative assistance, and drive customer retention at scale.

The role requires 3-5+ years in customer-facing technical roles, an autonomous work style, and a track record of improving processes. Remote-friendly with potential West Coast office collaboration.