Support Specialist

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