CX Systems Engineer

Runway

. Own the AI support agent, ticketing system and other Support tools end to end .

Posted 9/21/2026full-timeRemote • United StatesMid-LevelSenior💰 $130,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing AI support agents and ticketing systems, with a strong focus on coding in TypeScript and Node.js on AWS. Proven ability to build and maintain customer experience tooling, conduct QA evaluations, and collaborate effectively across teams.

Highest-signal resume keywords

TypeScript DevelopmentNode.js DevelopmentAI Support Workflow EngineeringSQL ProficiencyQuality Assurance and Evaluation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TypeScriptNode.jsSQLAI WorkflowsBilling APIsTest Suite DevelopmentRegression TestingFeature FlagsEscalation DesignPrompt Engineering

Soft Skills

JudgmentCollaborationOwnershipAutonomyInterest in AI

Tools & Technologies

AWSGitTicketing SystemsCX ToolingMonitoring and Alerts

Industry Keywords

Customer ExperienceSupport EngineeringSupport OperationsReal-Time SupportKnowledge Base Management

Tech Stack

Tools & technologies

AWSJavaScriptNode.jsSQLTypeScript

About the role

Key responsibilities & impact

Own the AI support agent, ticketing system and other Support tools end to end
Manage authentication, response logic, routing, escalation paths and tone, with staging tests before live traffic
Ship daily product changes that reduce ticket volume, including billing and refund improvements
Build and maintain internal CX tooling such as scripts, jobs, dashboards and admin surfaces
Run QA and evaluations using test suites, pass/fail rubrics, monitoring and alerts
Own staged releases, regression testing, rollback criteria and production writeups
Build and maintain CX reporting for volume, deflection, CSAT, reply and resolution time, escalation accuracy and agent spend
Build guardrails and audit trails for refunds, account changes, money and PII
Maintain structured knowledge-base content and ticketing-system handoffs
Keep the CX roadmap and coverage model current
Manage the day-to-day relationship with the AI platform vendor
Collaborate with Product, Engineering, Customer Education, community, GTM and Analytics
Report directly to the Head of Customer Experience

Requirements

What you’ll need

5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code
Ability to ship production code in TypeScript and Node.js codebases on AWS
Hands-on experience building and tuning AI or LLM-powered support workflows, including prompt and context engineering, routing, escalation design and evals
SQL experience
Code-level experience with billing or payments APIs, including invoices, prorations and refunds
Experience with Git, PR review, CI, staging and feature flags
Real QA and evaluation experience, including defining rubrics, building test suites and calibrating quality
Judgment about whether fixes belong in code, the agent or the knowledge base
Track record carrying signal between support, product and other functions and turning it into action
Comfort managing work in a fast-moving environment with high ownership and autonomy
Genuine interest in AI, creative tools or both
Candidates located in the US must be authorized to work in the US
Application requires trying the Runway product and building a custom workflow
Application requires a 20–30 minute take-home assignment

Benefits

Comp & perks

Competitive salary and overall compensation package
Equal opportunity to succeed
Exposure to and use of Runway product features
Diverse and inclusive workplace