CX Systems Engineer

Runway ML
Seattle, London, New York, San Francisco
Workplace: RemoteFull timeUSD 130,000 - 200,000 annuallyFunction: IT Operations (Systems/Network Admin)Experience: 5+ yearsSkills: ["Ownership","High autonomy","Judgment","Cross-functional collaboration","Attention to detail"]

Own the AI support agent, ticketing system, and related tools end to end—from authentication and response logic to routing, escalation, and tone. Ship daily production improvements that reduce ticket volume, build internal CX tooling, and run QA/evals with monitoring. Manage staged releases with regression testing and clear rollback criteria, while maintaining knowledge base structure and CX reporting the org relies on.

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FursaFursa
Runway ML
Runway ML
1 week ago

CX Systems Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own the AI support agent, ticketing system, and related tools end to end—from authentication and response logic to routing, escalation, and tone. Ship daily production improvements that reduce ticket volume, build internal CX tooling, and run QA/evals with monitoring. Manage staged releases with regression testing and clear rollback criteria, while maintaining knowledge base structure and CX reporting the org relies on.
Location: Seattle, London, New York, San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Mid level

Key Responsibilities

  • •Own the AI support agent, ticketing system, and support tools end to end (authentication, response logic, routing/escalation, and tone).
  • •Ship daily production changes that reduce ticket volume, including improvements to refunds and eligibility flows.
  • •Build and maintain internal CX tooling as real software (scripts, jobs, dashboards, and admin surfaces).
  • •Run QA and evals with test suites and pass/fail rubrics, plus monitoring and alerts for outages and spikes.
  • •Own releases with staged rollouts, regression testing before every ship, rollback criteria, and production writeups.

Pay and Benefits

Salary: USD 130,000 - 200,000 annually

Key Requirements

  • •5+ years in Customer Experience, Support Engineering, or Support Operations with real time writing code.
  • •Ship production code in unfamiliar codebases; read TypeScript, trace service logic, and deliver PRs that pass review.
  • •Hands-on experience building and tuning AI/LLM-powered support workflows (prompt/context engineering, routing, escalation, evals).
  • •SQL experience to own reporting and query correctness/availability.
  • •Code-level experience with billing or payments APIs (invoices, prorations, refunds), plus QA/evals and rubrics.
Experience:5+ yearsAILLMCustomer supportCustomer experiencePaymentsSupport operations
Skills:OwnershipHigh autonomyJudgmentCross-functional collaborationAttention to detail
Tech Stack:TypeScriptNode.jsAWSJWTSQLGitCIStagingFeature flagsAILLMPrompt engineeringContext engineeringRoutingEscalationMonitoringAlertsDashboardsAdmin surfaces

Company Brief

Runway ML
Provides generative AI tools and a creative platform for creators and studios to generate, edit, and collaborate on images, video, and other media using state-of-the-art machine learning models.
Industry: AI & Machine Learning
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: New York, United States
Founded: 2018
WebsiteLinkedIn