Support Specialist, Creative Enterprise Tier 3

The role

This person will provide technical and creative support to enterprise customers via email, chat, Slack, and calls. They will manage complex cases, investigate technical issues, and collaborate with Product and Engineering teams.

What you will do

• Manage customer inquiries across email, chat, and Slack
• Provide technical and creative support to enterprise customers via written communication and calls
• Investigate technical issues and create detailed bug reports
• QA test AI support automation for quality and accuracy
• Partner with Customer Success on enterprise implementation and adoption
• Collaborate cross-functionally with Product and Engineering teams
• Stay current on product updates by actively using Runway
• Contribute to knowledge base, documentation, and process improvements
• Identify systemic issues from ticket patterns and calls
• Proactively suggest improvements and operate autonomously

Required qualifications

• Experience with a mix of video editing, content creation, creative workflows, or generative AI tools
• 3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management)
• Proven track record handling enterprise customers and complex escalations
• History of working autonomously with minimal supervision
• Examples of process improvements or systems you've built

Before you apply

• Instead of a cover letter, build a custom Runway workflow with at least 3 steps
• Submit a screenshot of the completed workflow
• Submit a brief description of the creative concept, what the workflow accomplishes, and who would use it

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.