CX Systems Engineer at Runway

About the Role

We're building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. We're scaling the systems behind our support team so we can keep delivering delightful experiences as that community grows.

We're looking for a CX Systems Engineer who ships production code, not tickets and specs: someone who takes a fix from proposal to merged PR themselves. This role reports directly to the Head of Customer Experience.

What You’ll Do

• Own the AI support agent, our ticketing system, and other Support tools end-to-end: authentication (JWT), response logic, routing, escalation paths, and tone. Tested in staging before it sees live traffic.

• Ship daily product changes that remove ticket volume. Recent example: extending automatic refund eligibility to one-click credit purchases, accidental upgrades, and month-based proration on annual terms.

• Build and maintain internal CX tooling as real software, not one-offs: scripts, jobs, dashboards, admin surfaces.

• Run QA and evaluations with real test suites and pass/fail rubrics, plus monitoring and alerts for outages, bugs, and volume spikes.

• Own releases: staged rollouts, a regression suite before every ship, clear rollback criteria, and a writeup when something reaches production.

• Build the CX reporting the org runs on: volume, deflection, CSAT, reply and resolution time, escalation accuracy, agent spend. You own the correctness and availability of the queries.

• Build and stage the guardrails on refunds, account changes, and anything touching money or PII, including the audit trail.

• Keep the knowledge base accurate and structured for the agent to parse, and manage the handoff into the ticketing system.

• Keep the CX roadmap and the coverage model current, sequenced against priorities set by the Head of CX, so gaps show up before they bite.

• Run the day-to-day with our AI platform vendor: weekly working session, joint roadmap, issues filed with reproductions.

• Carry signal across teams: Product and Engineering on bugs and rollouts, Customer Education on self-serve, community on Discord and the forums, GTM and Analytics on routing and reporting.

What You’ll Need

• 5+ years in Customer Experience, Support Engineering, or Support Operations, with real time spent writing code.

• 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, evaluations.

• 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 evaluation 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, with 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.