Job Description
Technical Support Engineer
Remote
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.
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