CX Systems Engineer

Job not on LinkedIn

🔥 0 minutes ago

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $130k - $200k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

👻 Ghost score 0%

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Runway

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🤖 Artificial Intelligence

☁️ SaaS

📱 Media

Artificial Intelligence • SaaS • Media

Runway is a company building foundational "Real-World Intelligence" — large models and systems that can understand, simulate and act in the visual world. It offers three main product platforms built on these models: Runway Creative, an all‑in‑one cloud creative suite for generating and editing video, images and audio for individuals and teams; Runway Dev, an AI media platform and API for developers to run models, compose pipelines and trigger workflows; and Runway Robotics, a toolkit for photorealistic simulation, policy inference and synthetic data generation powered by their General World Model (GWM-1). Runway also publishes research (e. g. , GWM-1, Gen-4. 5 video model) and serves both individual creators and enterprise customers.

📋 Description

• Own the AI support agent, ticketing system and other Support tools end to end • Manage authentication, response logic, routing, escalation paths and tone, with staging tests before live traffic • Ship daily product changes that reduce ticket volume, including billing and refund improvements • Build and maintain internal CX tooling such as scripts, jobs, dashboards and admin surfaces • Run QA and evaluations using test suites, pass/fail rubrics, monitoring and alerts • Own staged releases, regression testing, rollback criteria and production writeups • Build and maintain CX reporting for volume, deflection, CSAT, reply and resolution time, escalation accuracy and agent spend • Build guardrails and audit trails for refunds, account changes, money and PII • Maintain structured knowledge-base content and ticketing-system handoffs • Keep the CX roadmap and coverage model current • Manage the day-to-day relationship with the AI platform vendor • Collaborate with Product, Engineering, Customer Education, community, GTM and Analytics • Report directly to the Head of Customer Experience

🎯 Requirements

• 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code • Ability to ship production code in TypeScript and Node.js codebases on AWS • Hands-on experience building and tuning AI or LLM-powered support workflows, including prompt and context engineering, routing, escalation design and evals • SQL experience • Code-level experience with billing or payments APIs, including invoices, prorations and refunds • Experience with Git, PR review, CI, staging and feature flags • Real QA and evaluation experience, including defining rubrics, building test suites and calibrating quality • Judgment about whether fixes belong in code, the agent or the knowledge base • Track record carrying signal between support, product and other functions and turning it into action • Comfort managing work in a fast-moving environment with high ownership and autonomy • Genuine interest in AI, creative tools or both • Candidates located in the US must be authorized to work in the US • Application requires trying the Runway product and building a custom workflow • Application requires a 20–30 minute take-home assignment

🏖️ Benefits

• Competitive salary and overall compensation package • Equal opportunity to succeed • Exposure to and use of Runway product features • Diverse and inclusive workplace