Runway
Support Systems Engineer
$130K–$200K
Remote +4 · Remote · Full-time · Posted Sep 23, 2026
- Location
- Remote
Seattle, WA
London
New York, NY
San Francisco, CA - Experience
- 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code.
About the job
Own and develop the production systems behind Runway’s customer support, including its AI support agent, ticketing workflows, internal tools, reporting, and safeguards.
What you'll do
- Build, test, release, and maintain support workflows and internal CX software, including staged rollouts and monitoring.
- Develop support reporting, QA and evaluation suites, and guardrails for refunds, account changes, money, and PII.
- Coordinate support systems and improvements with Product, Engineering, Customer Education, Community, GTM, Analytics, and the AI platform vendor.
What they ask for
- 5+ years in Customer Experience, Support Engineering, or Support Operations, including hands-on coding.
- Production coding experience in existing codebases; the posting names TypeScript and Node.js on AWS.
- Hands-on experience building and tuning AI- or LLM-powered support workflows, including prompts, routing, escalation, and evaluations.
- SQL experience and code-level experience with a billing or payments API, including invoices, prorations, and refunds.
Pay
$130K – $200K (base salary)
Tools
TypeScript, Node.js, AWS, JWT, SQL, Git, CI
AI focus
Build and operate an AI support agent and tune AI/LLM-powered workflows through prompt and context engineering, routing, escalation design, QA, and evaluations.
Model-written summary · the original posting is authoritative