Customer Experience Systems Engineer

Join Runway, a leading AI creative tools company, as a Customer Experience Systems Engineer. In this role, you will own the AI support agent, ticketing system, and other support tools end to end. You will ship daily product changes, build and maintain internal CX tooling, run QA and evaluations, own releases, build CX reporting, and manage the day-to-day with our AI platform vendor. You will also carry signal across teams and keep the knowledge base accurate and structured. This position offers a range of benefits, including 100% medical, dental, and vision coverage, unlimited PTO, 401k matching, remote stipends, and more.

• Assumer la responsabilité de l'agent de support AI, du système de billetterie et d'autres outils de support, en gérant l'authentification, la logique de réponse, le routage, les chemins d'escalade et le ton.
• Expédier quotidiennement des modifications de produit qui réduisent le volume de tickets, en construisant et en maintenant des outils internes de CX en tant que véritable logiciel.
• Construire et maintenir le reporting CX de l'organisation, en veillant à la correction et à la disponibilité des requêtes.

• 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code
• A track record carrying signal between support, product and other functions and turning it into action
• Real QA and eval experience: you can define rubrics, build test suites and calibrate against what good looks like
• 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
• Judgment about where a fix belongs, in code, in the agent or in the knowledge base
• Hands-on experience building and tuning AI or LLM-powered support workflows: prompt and context engineering, routing, escalation design, evals
• Genuine interest in AI, creative tools or both
• SQL experience. You own the reporting, so you shouldn't be waiting on Analytics for it
• 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
• Comfort managing your own work in a fast-moving environment, high ownership and high autonomy