Remote Support Systems Engineer (AI & CX Automation)

Runway; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Runway is seeking a Support Systems Engineer to own the AI-powered support ecosystem—from the agent and ticketing tools to CX dashboards and release processes. You will ship production changes, design evals, and build guardrails around money-sensitive workflows in a fast-moving environment.

You will collaborate with Product, Engineering, and Customer Education to ensure accurate self-serve resources and reliable operations, across North America and London.

Qualifications

• 5+ years in Customer Experience, Support Engineering or Support Operations with code-writing experience.
• Ship production code in codebases you didn’t write: read code and submit resilient PRs.
• Hands-on experience building AI or LLM-powered support workflows.

Responsibilities

• Own the AI support agent, ticketing system, and CX tooling end-to-end.
• Ship daily product changes that reduce ticket volume.
• Build and maintain internal CX tooling as software.
• Run QA and evals with real test suites and monitoring.
• Own releases with staged rollouts and rollback criteria.
• Own CX reporting: volume, CSAT, deflection, turnaround times.

Skills

Production coding

AI workflow design

SQL proficiency

Billing/payments domain

Git/CI/staging

QA and eval design

Cross-functional collaboration

Strong ownership/autonomy

Judgment in prioritization

Comfort with fast-moving environment

AI, creative tools interest

Tools

TypeScript

Node.js

AWS

Job description

Runway is seeking a Support Systems Engineer to own the AI-powered support ecosystem—from the agent and ticketing tools to CX dashboards and release processes. You will ship production changes, design evals, and build guardrails around money-sensitive workflows in a fast-moving environment.

You will collaborate with Product, Engineering, and Customer Education to ensure accurate self-serve resources and reliable operations, across North America and London.