Runway
Support Specialist, US Tier 2
$75K–$90K
Remote +3 · Remote · Full-time · Posted Aug 13, 2026
- Location
- Remote
Seattle, WA
New York, NY
San Francisco, CA - Experience
- 1–3 years in customer support, operations, or a technical role.
About the job
Provides high-volume user support for Runway’s creative platform, resolving issues, handling AI-support escalations, and identifying product, documentation, and process improvements.
What you'll do
- Resolve inbound support tickets, live-troubleshoot platform issues, and triage complex technical issues for Enterprise support.
- Review escalations from the AI support layer and engage with users in the community.
- Identify recurring issues and recommend or build improvements to product feedback, self-service content, processes, and automation.
What they ask for
- Strong written communication and ability to manage high-volume support with accuracy.
- Comfort working autonomously in a fast-moving environment, with an experimental and curious approach to unfamiliar issues.
- Data-driven ability to recognize and communicate patterns.
- 1–3 years in customer support, operations, or a technical role.
Nice to have
- Expertise and/or interest in the creative space, AI, or both.
- Comfort with Notion, Slack, Zendesk or similar, Google Workspace, and AI platforms.
Pay
$75K – $90K USD base salary
Tools
Notion, Slack, Zendesk, Google Workspace, Discord
AI focus
Use judgment when handling escalations from the AI support layer; familiarity with AI platforms and interest in AI are requested.
Model-written summary · the original posting is authoritative