Customer Experience Systems Engineer, Runway
$130-200k
Salary benchmarked on USD rates and may differ on location
AI-powered creativity tools
Be an early applicant
AI-powered creativity tools
201-500 employees
Be an early applicant
$130-200k
Salary benchmarked on USD rates and may differ on location
201-500 employees
Company mission
To ensure that anyone anywhere can tell their stories.
Role
Who you are
- 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 the job involves
- We're looking for a Support 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
- 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 evals 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, 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
Our take
Runway is revolutionising content creation and video editing with machine learning, harnessing the expansive capabilities of web-based tools. At the forefront of this transformation, the startup offers a suite of AI-powered editing tools tailored for designers, artists, and creators, setting itself apart in an industry dominated by enterprise-focused software solutions.
The company has rapidly gained recognition among some of the world's largest brands, including R/GA, New Balance, Google, and IBM, by appealing directly to creative professionals. This approach has not only solidified Runway's position in the market but also facilitated its integration into the design curricula of esteemed institutions such as NYU, RISD< and MIT.
In a testament to its growing influence and success, Runway achieved unicorn status in 2023 following a landmark $100M funding round, which valued the company at $1.5B. This milestone not only reflects investor confidence but also positions Runway to expand its innovative tools and further democratise access to advanced video editing capabilities globally.
Steph
Company Specialist at Welcome to the Jungle
Insights
112% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2026
$315m
SERIES E
Apr 2025
$308m
SERIES D
Total funding: $861.5m
Company benefits
- 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
- Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can't forget about Summer Fridays
- 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
- Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
- Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
- Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
- Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
- L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
- Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships
Company HQ
Civic Center, New York, NY
Leadership
Anastasis Germanidis
(Co-Founder & CTO)Trained as a Backend Engineer, they have held roles at Zocdoc, Chartbeat, and Quantcast as well as working as a Machine Learning Researcher in Computer Vision for IBM.
Alejandro Matamala-Ortiz
(Co-Founder & CDO)Previously co-founded Deenty, an online booking platform for dentist appointments.
Cristóbal Valenzuela
(Co-Founder & CEO)Worked as a Researcher at New York University from 2018 to 2019. Also spent time as a Professor at the UAI School of Design.
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