Support Systems Engineer

The role

The Support Systems Engineer will own the AI support agent, ticketing system, and other support tools end to end. You will ship production code to remove ticket volume and build internal CX tooling. You will also manage CX reporting, guardrails for sensitive data, and the knowledge base.

What you will do

• Own the AI support agent, ticketing system, and other Support tools end to end
• Ship daily product changes that remove ticket volume
• Build and maintain internal CX tooling including scripts, jobs, dashboards, and admin surfaces
• Run QA and evals with test suites, rubrics, monitoring, and alerts
• Own releases including staged rollouts, regression suites, and rollback criteria
• Build CX reporting for volume, deflection, CSAT, and other metrics
• Build and stage guardrails on refunds, account changes, and PII
• Keep the knowledge base accurate and structured for the agent to parse
• Keep the CX roadmap and coverage model current
• Run the day-to-day with the AI platform vendor

Required qualifications

• 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code
• Ability to ship production code in codebases you didn't write
• Proficiency in TypeScript and Node.js on AWS
• Hands-on experience building and tuning AI or LLM-powered support workflows
• SQL experience
• Code-level experience with a billing or payments API
• Git, PR review, CI, staging and feature flags
• Real QA and eval experience
• Judgment about where a fix belongs in code, the agent, or the knowledge base
• Track record carrying signal between support, product and other functions
• Comfort managing your own work in a fast-moving environment with high ownership and autonomy
• Genuine interest in AI, creative tools or both

Nice to have

• Treats the agent and the systems around it like a product they own

About the company

Runway is building AI to simulate the world through merging art and science. The team consists of creative, open minded, caring and ambitious people determined to change the world.