Support Specialist, Creative Enterprise Tier 3

Location: Remote Workplace: Remote We are building AI to simulate the world through merging art and science. We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world. World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached. Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you. ABOUT THE ROLE *Open to hiring remote across the west coast — we also have offices in San Francisco and Seattle We're building a tool that makes content creation accessible for everyone, from individual creators to Fortune 500 enterprises. We're looking for people who are deeply versed in the Runway product and can take a strategic and creative view to Enterprise Support. If that's you, read on! WHAT YOU’LL DO - 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 WHAT YOU’LL NEED - 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 FOR YOUR APPLICATION: 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: 1. Sign up for a free Runway account (no payment required) 2. Review these resources: 1. Tutorial https://academy.runwayml.com/workflows/using-workflows 2. Guide https://help.runwayml.com/hc/en-us/articles/45769159004691-Building-your-first-Workflows 3. Build a workflow based on your own creative idea or theme. 1. Your workflow should include at least 3 steps 2. Think about a real creative problem someone might solve with Runway 4. Submit in the application: 1. Screenshot of your completed workflow 2. 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. 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. WORKING AT RUNWAY Great things come from great teams. https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway We’d love to hear from you. We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply. More about Runway - Universal World Simulator https://runwayml.com/world-simulator.html - GWM-1 https://runwayml.com/research/introducing-runway-gwm-1 - Gen-4.5 https://runwayml.com/research/introducing-runway-gen-4.5 - General World Models https://runwayml.com/research/introducing-general-world-models - Robotics SDK https://runwayml.com/research/introducing-runway-gwm-1#robotics-section - Conversational Real-time Agents https://runwayml.com/research/introducing-runway-gwm-1#avatars-section - Runway Studios https://runwayml.com/studios We're excited to be recognized as a best place to work: Crain's https://www.crainsnewyork.com/awards/best-places-work-2023 | InHerSight https://www.inhersight.com/companies/best/city/new-york-city-ny | BuiltIn NYC https://builtin.com/awards/new-york-city/2024/best-places-to-work | INC https://www.inc.com/best-workplaces/2024