CX Systems Engineer

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Take full ownership of the AI support agent, ticketing system, and various Support tools from start to finish.

• Oversee authentication, response logic, routing, escalation paths, and tone, including staging tests prior to handling live traffic.

• Implement daily product updates that help decrease ticket volume, with a focus on improvements in billing and refunds.

• Develop and sustain internal CX tools such as scripts, jobs, dashboards, and administrative interfaces.

• Conduct QA and evaluations utilizing test suites, pass/fail criteria, monitoring, and alert systems.

• Manage staged releases, regression testing, rollback protocols, and documentation for production.

• Create and maintain CX reports covering volume, deflection, CSAT, response and resolution times, escalation accuracy, and agent expenditures.

• Establish guardrails and audit trails for refunds, account modifications, financial transactions, and PII.

• Ensure structured knowledge-base content and efficient ticketing-system transitions.

• Keep the CX roadmap and coverage model updated.

• Oversee daily interactions with the AI platform vendor.

• Collaborate with teams in Product, Engineering, Customer Education, community, GTM, and Analytics.

• Report directly to the Head of Customer Experience.

⛳️ Requirements

• Minimum of 5 years in Customer Experience, Support Engineering, or Support Operations, with substantial experience in coding.

• Proficiency in deploying production code within TypeScript and Node.js environments on AWS.

• Practical experience in developing and refining AI or LLM-driven support workflows, including prompt and context engineering, routing, escalation design, and evaluations.

• Experience with SQL.

• Code-level familiarity with billing or payments APIs, including handling invoices, prorations, and refunds.

• Knowledge of Git, pull request reviews, continuous integration, staging, and feature flags.

• Genuine QA and evaluation experience, including defining evaluation criteria, creating test suites, and ensuring quality calibration.

• Ability to discern whether fixes should be implemented in code, through the agent, or within the knowledge base.

• Proven ability to communicate insights between support, product, and other departments, translating them into actionable outcomes.

• Comfort in managing tasks in a dynamic environment that demands high levels of ownership and autonomy.

• A sincere interest in AI, creative tools, or both.

• Candidates based in the US must be authorized to work in the US.

• Application process includes testing the Runway product and creating a custom workflow.

• Application requires completing a 20–30 minute take-home assignment.

🏝️ Benefits

• Competitive salary and comprehensive compensation package.

• Equal opportunity for success.

• Access to and experience with Runway product features.

• A diverse and inclusive workplace.