Customer Support Engineer at Runware in Remote

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.