客户体验系统工程师
CX Systems Engineer
我们正在通过融合艺术与科学，构建用于模拟世界的AI。
我们认为世界模型是人工智能进步的前沿。仅靠语言模型无法解决世界上最困难的问题——机器人技术、疾病、科学发现。真正的进步需要能够体验世界并从错误中学习的模型，就像人类一样。而这种试错过程在模拟环境中进行时，可以被大幅加速，而不是在现实世界中。
世界模型为通用模拟提供了最清晰的路径，改变了故事的讲述方式，改变了科学进步的方式，也改变了人类下一个前沿领域的探索方式。
我们的团队由富有创造力、思维开放、有同理心且有抱负的人组成，他们决心改变世界。我们渴望不断创造不可能的事情，而我们实现这一目标的能力依赖于打造一支非凡的团队。如果你也有同样的动力，我们很期待收到你的消息。
### **关于该职位**
**接受远程招聘，覆盖北美和伦敦地区——我们也在纽约、旧金山、西雅图和伦敦设有办公室。**
我们正在构建一款工具，让各种类型的创作者都能轻松且便捷地进行内容创作。我们的用户非常喜欢它。Runway拥有一个活跃、增长中的全球热情艺术家和创作者社区。我们正在扩展支持团队背后的系统，以便随着社区的增长，继续提供愉悦的体验。
我们正在寻找一名CX系统工程师，负责交付生产代码，而非工单和规格说明：一位能够从提案到合并PR全程独立处理问题的人。该职位直接向客户体验主管汇报。
### **你将负责**
- 全程负责AI客服代理、我们的工单系统和其他支持工具：认证（JWT）、响应逻辑、路由、升级路径和语气，所有内容在上线前都会在测试环境中进行测试
- 每日交付产品变更，以减少工单数量。近期例子包括：将自动退款资格扩展到一键信用购买、意外升级以及年度条款下的按月比例计算
- 将内部CX工具作为真正的软件来构建和维护，而非一次性任务：脚本、作业、仪表盘、管理界面
- 使用真实的测试套件运行QA和评估，并按照通过/失败标准进行评估，同时对故障、错误和工单激增情况进行监控和警报
- 负责发布：分阶段推出、每次发布前的回归测试套件、明确的回滚标准，在某些情况发生时撰写说明文档
查看英文原文
We are building AI to simulate the world through merging art and science.
We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.
World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.
Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.
### **About the role**
_Open to hiring remote across North America and London — we also have offices in NYC, San Francisco, Seattle, and London._
We're building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we're scaling the systems behind our support team so we can keep delivering delightful experiences as that community grows.
We're looking for a CX Systems Engineer who ships production code, not tickets and specs: someone who takes a fix from proposal to merged PR themselves. This role reports directly to the Head of Customer Experience.
### **What you’ll do**
- Own the AI support agent, our ticketing system and other Support tools end to end: authentication (JWT), response logic, routing, escalation paths and tone, tested in staging before it sees live traffic
- Ship daily product changes that remove ticket volume. Recent example: extending automatic refund eligibility to one-click credit purchases, accidental upgrades and month-based proration on annual terms
- Build and maintain internal CX tooling as real software, not one-offs: scripts, jobs, dashboards, admin surfaces
- Run QA and evals with real test suites and pass/fail rubrics, plus monitoring and alerts for outages, bugs and volume spikes
- Own releases: staged rollouts, a regression suite before every ship, clear rollback criteria, a writeup when something reaches production
- Build the CX reporting the org runs on: volume, deflection, CSAT, reply and resolution time, escalation accuracy, agent spend. You own the correctness and availability of the queries.
- Build and stage the guardrails on refunds, account changes and anything touching money or PII, including the audit trail
- Keep the knowledge base accurate and structured for the agent to parse, and manage the handoff into the ticketing system
- Keep the CX roadmap and the coverage model current, sequenced against priorities set by the Head of CX, so gaps show up before they bite
- Run the day-to-day with our AI platform vendor: weekly working session, joint roadmap, issues filed with reproductions
- Carry signal across teams: Product and Engineering on bugs and rollouts, Customer Education on self-serve, community on Discord and the forums, GTM and Analytics on routing and reporting
### **What you’ll need**
- 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code
- 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
- Hands-on experience building and tuning AI or LLM-powered support workflows: prompt and context engineering, routing, escalation design, evals
- SQL experience. You own the reporting, so you shouldn't be waiting on Analytics for it
- 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
- Real QA and eval experience: you can define rubrics, build test suites and calibrate against what good looks like
- Judgment about where a fix belongs, in code, in the agent or in the knowledge base
- A track record carrying signal between support, product and other functions and turning it into action
- Comfort managing your own work in a fast-moving environment, high ownership and high autonomy
- Genuine interest in AI, creative tools or both
### **What sets you apart**
The most successful person in this role treats the agent and the systems around it like a product they own. They watch where it fails, ship the fix and check whether it worked. They build reporting people actually use. And they show up with improvements no one asked for yet.
### **For your application**
During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built, and that starts now. As part of your application, instead of a cover letter, we ask that you try out the Runway product, specifically build a custom workflow.
Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.
There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.
Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.
#### **Working at Runway**
[**Great things come from great teams.**](https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway) **We’d love to hear from you.**
We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.
More about Runway
- [Universal World Simulator](https://runwayml.com/world-simulator.html)
- [GWM-1](https://runwayml.com/research/introducing-runway-gwm-1)
- [Gen-4.5](https://runwayml.com/research/introducing-runway-gen-4.5)
- [General World Models](https://runwayml.com/research/introducing-general-world-models)
- [Robotics SDK](https://runwayml.com/research/introducing-runway-gwm-1#robotics-section)
- [Conversational Real-time Agents](https://runwayml.com/research/introducing-runway-gwm-1#avatars-section)
- [Runway Studios](https://runwayml.com/studios)
We're excited to be recognized as a best place to work:
[Crain's](https://www.crainsnewyork.com/awards/best-places-work-2023) | [InHerSight](https://www.inhersight.com/companies/best/city/new-york-city-ny) | [BuiltIn NYC](https://builtin.com/awards/new-york-city/2024/best-places-to-work) | [INC](https://www.inc.com/best-workplaces/2024)