Technical Support Engineer

About the role

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.

What you’ll do

• 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

What you’ll need

• 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

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