# Creative Support Specialist, Enterprise

**Company:** [Runway](https://hotfix.jobs/companies/runway)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $100k – $145k/yr
**Experience:** 3+ years
**Skills:** Runway, Generative AI, Video Editing, Content Creation, Creative Workflows, SaaS, Bug Reporting, Qa Testing, Customer Support Tools, Slack
**Posted:** 2026-03-17

> Provides technical and creative support to enterprise customers, managing complex inquiries, investigating issues, and collaborating with Product and Engineering. Requires 3-5+ years in customer-facing technical roles, autonomy, and experience with video editing, generative AI, and creative workflows.

## Job Description

## 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
- 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
- Experience with a mix of video editing, content creation, creative workflows, generative AI tools, and/or work at high-growth SaaS companies

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**Apply:** https://hotfix.jobs/jobs/6b25b417-419e-4f3f-8d6b-2470fa5ecb45
**Canonical:** https://hotfix.jobs/jobs/6b25b417-419e-4f3f-8d6b-2470fa5ecb45