Customer Support Engineer

Job Description

Role Summary

We’re looking for a Customer Support Engineer to own technical support for developers and product teams using Runware’s AI inference platform. This role focuses on diagnosing and resolving technical issues, supporting API integrations, and acting as a key escalation point between customers, engineering, and upstream providers. The role is critical to maintaining platform reliability, customer trust, and a high-quality support experience at scale.

What You’ll Do

• Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability.
• Troubleshoot complex technical problems across the full request lifecycle (client → API → model provider → response).
• Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed.
• Coordinate closely with engineering during incidents, bugs, or performance degradations.
• Communicate clearly and calmly with customers during incidents, including status updates and resolution summaries.
• Help customers understand platform behavior, limitations, and best practices.
• Contribute to support documentation, troubleshooting guides, and internal playbooks.
• Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling, processes, documentation, or (where appropriate) contribute small fixes to reduce repeat issues.
• Stay up to date on supported models, provider changes, and platform capabilities to guide customers appropriately.
• Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into actionable technical insights.

Requirements

Core Requirements

• Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles.
• Comfortable working with APIs, JSON responses, error codes, and technical debugging.
• Strong ability to reason about distributed systems, latency, retries, and failure modes.
• Calm, structured communicator in high-pressure or incident scenarios.
• Comfortable working directly with customers on technical issues without overpromising.
• Highly organized and able to manage multiple support threads and escalations in parallel.
• Strong written and verbal communication skills (Slack-first, async clarity).
• Strong sense of ownership -  takes responsibility for issues end-to-end and drives them to resolution rather than handing them off.
• Demonstrated ability to go beyond ticket handling and improve systems, processes, or documentation over time.

Mindset & Way of Working
Demonstrated ownership mindset, including (but not limited to):

• Surfaces recurring technical issues and works with engineering to address root causes.
• Improves troubleshooting flows, documentation, or tooling to reduce repeat incidents.
• Thinks in terms of system reliability and customer impact, not just individual tickets.
• Comfortable operating in an environment where processes are evolving and not fully defined.

Strong differentiators:

• Prior experience in AI / ML platforms, infrastructure, or developer tooling.
• Familiarity with image, video, audio, or inference workloads.
• Experience debugging issues involving upstream providers or external dependencies.
• Has worked across time zones or in follow-the-sun support models.
• Comfortable discussing trade-offs (performance vs. cost vs. reliability).
• Experience supporting high-availability or usage-based, consumption-driven platforms.

Technical Environment (Exposure-Level)

Candidates don’t need prior experience with all of these, but should be comfortable in similar environments:

• Customer communication: Slack (primary), email, Zoom / Meet
• CRM / CS tools: HubSpot, Salesforce, Intercom, Zendesk, or similar
• Usage & monitoring: dashboards, logs, metrics (e.g. Datadog, Grafana, internal tools)
• Documentation: Notion, Confluence, GitHub docs, Markdown
• Ticketing / incident workflows: Linear, Jira, GitHub Issues, PagerDuty-style processes

Benefits

We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.

Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.

• Generous paid time off – vacation, sick days, public holidays
• Meaningful stock options – share in the upside you create
• Remote-first setup – work from home anywhere we can employ you
• Flexible hours – own your schedule outside core collaboration blocks
• Family leave – paid maternity, paternity, and caregiver time
• Company retreats – twice-yearly gatherings in inspiring locations