Technical Support Engineer

Runway is a research company pioneering new tools for human imagination. Runway has been at the forefront of multi-modal AI systems ensuring that the future of content creation is accessible, controllable and empowering for creatives. Runway’s mission is to ensure that anyone anywhere can tell their stories. We believe that deep learning techniques applied to audiovisual content will forever change art, creativity, and design tools.

Runway is leading a shift to generative media that is unlocking an unprecedented level of creative potential. The invention of the camera 200 years ago forever changed our world –  AI is a new kind of camera that will reshape storytelling forever and lead to full feature films that are entirely generated.

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 artists and creators worldwide. We are looking for a Technical Support Engineer to join us and serve as a customer-facing voice of Runway. You’ll help answer general questions and technical requests raised by designers, visual effects professionals, students, and the diverse array of Runway’s users. An individual who enjoys solving complex user issues and is eager to learn (more) about design tools while being comfortable working with a globally distributed team would thrive in this position.

We're looking for fast learning individuals with a hunger for knowledge and a passion for tech, creativity and AI. And we love to consider applicants from non-traditional backgrounds. Whether technical support is your lifelong calling or you're not sure what you want to do, but you'd like an opportunity to learn as much as you can about the product, the user base, and how we operate at Runway, this role could be for you! 

• Directly respond to requests for new and experienced Runway users via email and chat
• Investigate and escalate problem reports for product or billing transactions to appropriate teams
• Collaborate with Engineering to resolve customer issues or reported bugs with a sense of urgency
• Engage with our Product team to translate customer feedback into actionable product updates and improvements
• Author and maintain internal and customer-facing knowledge base documentation
• Monitor requests and feedback from members of our Runway community through our public Discord server
• Continually focus on improving our Customer Support processes as we scale our operations

• 2+ years of experience as a technical support engineer, preferably in a SaaS B2B setting
• Passion for troubleshooting feature-rich platforms with a deep understanding of 3rd party integrations, analyzing event logs and connection errors, using browser developer tools, etc.
• Demonstrable experience documenting bug reports and feature requests while partnering with Engineering to ensure resolution
• Strong aptitude for breaking down challenging concepts into digestible chunks, and an expert at verbal/written communication and technical documentation
• Experience with common internal tools like Zendesk, Sentry, Datadog, Notion, etc.
• Ability to thrive in an autonomous, fast-paced environment with minimal supervision to get things done
• Experience working with creative tools (Adobe, Final Cut Pro) or creative AI tools (Runway, Dall-E, Midjourney, etc.) is a plus

A note on location: We are open to remote candidates based in the U.S. or Canada. If you're interested in in-person or hybrid work, we have offices in NYC & SF.

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.

Salary range: $75,000-$95,000