Who you are
Experience with a mix of video editing, content creation, creative workflows, or generative AI tools
3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management)
Proven track record handling enterprise customers and complex escalations
History of working autonomously with minimal supervision
Examples of process improvements or systems you've built
What the job involves
This role requires someone who operates independently, makes sound judgments without constant oversight, and naturally adjusts their communication style based on who they're helping. Our support team operates strategically - you'll handle complex technical issues, consult on creative workflows, and directly impact customer retention and expansion
Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment
Provide technical and creative support to enterprise customers via written communication and calls
Investigate technical issues and create detailed bug reports that save engineering time
QA test AI support automation for quality and accuracy
Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams
Stay current on product updates by actively using Runway
Contribute to knowledge base, documentation, and process improvements
Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and operate autonomously - you know when to escalate vs. own a problem through resolution
The application process
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
Build a Custom Runway Workflow:
Sign up for a free Runway account (no payment required)
Review these resources:
Tutorial
Guide
Build a workflow based on your own creative idea or theme
Your workflow should include at least 3 steps
Think about a real creative problem someone might solve with Runway
Submit in the application:
Screenshot of your completed workflow
Brief description (3-4 sentences): What's your creative concept? What does your workflow accomplish? Who would use this?
Note: Free accounts can build workflows but can't run them - that's fine! We want to see your ability to learn the product and think creatively about how customers might use it
Benefits
100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can't forget about Summer Fridays
401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships