CX Systems Engineer (AI)

Location: Remote across North America and London; offices in New York City, San Francisco, Seattle, and London.

Salary: $130K–$200K annually for candidates in the U.S.; ranges may differ outside the U.S.

Company

Runway builds AI and creative tools that make content creation accessible and develops world models for simulation.

What you will do

• Own the AI support agent, ticketing system, authentication, routing, escalation logic, and knowledge-base handoff.
• Ship production changes that reduce support volume, including billing, refund, upgrade, and proration improvements.
• Build internal CX scripts, jobs, dashboards, admin tools, and reporting for volume, deflection, CSAT, resolution, escalations, and agent spend.
• Run QA, evaluation suites, monitoring, alerts, staged rollouts, regression testing, and rollback processes.
• Implement guardrails and audit trails for refunds, account changes, payments, and personal data.
• Coordinate with Product, Engineering, Customer Education, Community, GTM, Analytics, and the AI platform vendor.

Requirements

• 5+ years in Customer Experience, Support Engineering, or Support Operations with substantial coding experience.
• Ability to read and ship TypeScript and Node.js code in existing codebases; experience with AWS, Git, pull requests, CI, staging, and feature flags.
• Hands-on experience building and tuning AI or LLM-powered support workflows, including prompt and context engineering, routing, escalation design, and evaluations.
• SQL experience and ownership of production reporting.
• Code-level experience with billing or payments APIs, including invoices, prorations, and refunds.
• Experience defining QA rubrics, building test suites, managing releases, and turning cross-functional support signals into action.

Nice to have

• Genuine interest in AI, creative tools, or both.
• Experience working with AI platform vendors and managing joint roadmaps.

Culture & Benefits

• Remote work is available across North America and London.
• Work with a growing worldwide community of artists and creators.
• High-ownership, autonomous environment focused on shipping production improvements.
• Commitment to diversity, equal opportunity, and pay equity.

Hiring process

• Try the Runway product and build a custom workflow as part of the application instead of submitting a cover letter.
• Interview stages include opportunities to become familiar with the product and its features.