Support Professional (AI)

TL;DR

Support Professional (AI): Providing technical and creative support for enterprise customers using generative AI tools with an accent on complex technical troubleshooting and creative workflow consultation. Focus on investigating technical issues, creating detailed bug reports, and improving AI support automation.

Location: Remote across the US West Coast (Offices in San Francisco and Seattle)

Salary: $100K – $145K

Company

Runway is building AI world models to simulate the world by merging art and science to accelerate progress in robotics, disease, and scientific discovery.

What you will do

• Manage complex customer inquiries across email, chat, and Slack, focusing on cases requiring human judgment.
• Provide high-level technical and creative support to enterprise customers via written communication and calls.
• Investigate technical issues and create detailed bug reports to streamline engineering efforts.
• Perform QA testing on AI support automation to ensure quality and accuracy.
• Partner with Customer Success on enterprise implementation and collaborate with Product and Engineering teams.
• Contribute to the knowledge base, documentation, and overall process improvements.

Requirements

• 3-5+ years of experience in customer-facing technical roles such as support, solutions engineering, CSM, or technical account management.
• Experience with video editing, content creation, creative workflows, or generative AI tools.
• Proven track record of handling enterprise customers and managing complex escalations.
• Ability to operate independently and make sound judgments with minimal supervision.
• Must be based on the US West Coast.

Culture & Benefits

• Commitment to pay equity and competitive market rates.
• Diverse and inclusive work environment.
• Opportunity to work at the frontier of AI simulation and world models.
• Flexible remote-first approach for West Coast candidates.

Hiring process

• Application requires building a custom Runway workflow (minimum 3 steps) based on a creative concept.
• Submission of a screenshot of the completed workflow and a brief description of the concept and target user.