runway-ml - Support Systems Engineer

• 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code • You ship production code in codebases you didn't write: read TypeScript, trace logic through someone else's service, put up a PR that survives review. Our stack is TypeScript and Node.js on AWS • Hands-on experience building and tuning AI or LLM-powered support workflows: prompt and context engineering, routing, escalation design, evals • SQL experience. You own the reporting, so you shouldn't be waiting on Analytics for it • Code-level experience with a billing or payments API: invoices, prorations, refunds. A large share of consumer tickets live here • Git, PR review, CI, staging and feature flags as your default way of working • Real QA and eval experience: you can define rubrics, build test suites and calibrate against what good looks like • Judgment about where a fix belongs, in code, in the agent or in the knowledge base • A track record carrying signal between support, product and other functions and turning it into action • Comfort managing your own work in a fast-moving environment, high ownership and high autonomy • Genuine interest in AI, creative tools or both • WHAT SETS YOU APART • The most successful person in this role treats the agent and the systems around it like a product they own. They watch where it fails, ship the fix and check whether it worked. They build reporting people actually use. And they show up with improvements no one asked for yet. • FOR YOUR APPLICATION • During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built, and that starts now. As part of your application, instead of a cover letter, we ask that you try out the Runway product, specifically build a custom workflow. • Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide. • There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range. • Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates. • WORKING AT RUNWAY • Great things come from great teams. https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway We’d love to hear from you. • We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.