---
title: 'Support Specialist, APAC Tier 1 at Runway'
canonical: 'https://feeny.ai/job/support-specialist-apac-tier-1-runway-remote-xf7q0mx6y11n'
type: 'job'
last_seen: '2026-10-20'
---

# Support Specialist, APAC Tier 1 at Runway

- **Company:** Runway
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-30
- **Last confirmed live:** 2026-10-20
- **Apply:** https://jobs.ashbyhq.com/runway-ml/08d42c3a-7ac6-4576-ad4a-75a0d80bf0d6

## Job description

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 in London and APAC. We're building a creative platform used by artists, filmmakers, and teams at some of the world's most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and we're building out a dedicated tier for the first kind so our more experienced specialists can focus on the second. We're looking for a Support Representative who's accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. We'll train you on the product.

## What you’ll do

- Resolve high-volume, tickets across account access, billing, and plan questions for Free, Standard, and Pro and Max users
- Use existing macros, playbooks, and AI support layer suggestions to close tickets accurately and quickly
- Recognize when a ticket needs product judgment or creative-tool troubleshooting, and route it to Tier 2 Support or Enterprise
- Flag recurring questions that don't have a macro yet

## What you’ll need

- Clear, accurate written communication, especially on process-driven, checklist-style work
- Comfortable with repetitive, high-volume work without losing accuracy
- Prior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirement
- 0-2 years in any customer-facing or process-driven role (preferably in SaaS, but not required)
- Enough curiosity to spend a little time in the product or help docs before talking to us. No creative background needed, just evidence you looked

What sets great candidates apart The best people in this role follow the playbook precisely and know exactly when a ticket doesn't fit it. They don't force a wrong answer to hit volume, and they don't escalate everything out of caution either. They've put in enough time with Runway to have a real sense of what it does and who uses it, so a ticket that's slightly off-script doesn't stump them, even without a creative background. When they see the same question surface three times, they ask whether it should become a macro instead of just answering it a third time.

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)

## About Runway

## Company Overview
- **One-liner**: Runway builds artificial intelligence to simulate the world, focusing on general world models for video generation, robotics, and interactive experiences.
- **Entity Type**: Private (Corporate Minority funding stage; total raised $859.5M)
- **Headquarters**: New York, New York, United States (79 Walker Street, Floor 5)
- **Founded**: 2018
- **Founders**: Not publicly listed on provided sources (widely reported as Cristóbal Valenzuela, Anastasis Germanidis, and Alejandro Matamala)

## Core Business
- **Primary industry/industries**: Artificial Intelligence, Video Generation, World Simulation, Robotics
- **Target customers**: B2B – media & entertainment, film production, architecture, robotics research; also creative professionals and enterprises
- **Mission or purpose statement**: "Building AI to simulate the world through merging art and science." – Runway believes world models are the path to general-purpose simulation, enabling progress in robotics, disease research, and scientific discovery.

## Products & Services
- **[Gen-4.5](https://runwayml.com/)**: World's top-rated video generation model – cinematic, highly realistic outputs with precise creative control (SaaS / API).
- **[GWM-1](https://runwayml.com/)**: State-of-the-art General World Model for real-time simulation. Three variants:
  - **GWM Worlds**: Interactive, explorable environments.
  - **GWM Avatars**: Real-time conversational video agents (API) – customizable appearance, voice, personality, knowledge, and actions.
  - **GWM Robotics**: Learned world models for robotic manipulation and physical interaction simulation.
- **Runway Studios**: Production arm exploring AI integration in film (announced partnership with Lionsgate).

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Total funding raised – $859.5M (as of latest Corporate Minority round)
- **Notable Investors/Partners**: NVIDIA (strategic partnership on Vera Rubin architecture), Lionsgate (film production partnership), General Atlantic, Felicis, Fidelity Investments, and 36+ others.
- **Growth Signals**:
  - Partnership with NVIDIA to accelerate video and world models.
  - Partnership with Lionsgate to explore AI in film production.
  - Gen-4.5 recognized as top-rated video model.
  - Launch of GWM-1 (three variants) expanding into robotics and conversational AI.
  - Used by leading organizations across industries (e.g., architecture firm KPF).

## Competitive Advantages
- **General World Models (GWM-1)**: Unlike pure language models, Runway builds models that understand, perceive, generate, and act in the world – a clear moat for simulation and robotics.
- **Real-time interactivity**: GWM Worlds and Avatars enable real-time, controllable simulation and conversation, differentiating from static video generation.
- **Full-stack AI platform**: From video generation (Gen-4.5) to world simulation (GWM-1) to production studios, Runway covers the entire creative-to-simulation pipeline.
- **Strong research culture**: Long-term research effort to build AI systems that understand visual world dynamics.

## Strategic Focus
- Continue advancing General World Models for universal simulation.
- Expand partnerships in entertainment (Lionsgate), robotics (NVIDIA), and architecture (KPF).
- Grow the platform’s adoption across industries requiring simulation, creative content, and autonomous agents.
- Scale the team globally (offices in New York, San Francisco, Seattle, London, Tel Aviv, Tokyo) with remote flexibility.

## Why Work Here
- **Culture**: "Creative, open minded, caring and ambitious people determined to change the world." Merges art and science – ideal for researchers, engineers, artists, and designers.
- **Remote/Hybrid**: Global remote team; offices in 6 cities. Employees outside 10-mile commuting distance can expense co-working, internet, phone, and lunches (up to $250/month); within commuting distance get $50/month phone reimbursement.
- **Benefits**:
  - 100% medical, dental, vision coverage for US employees and dependents (plus mental health and One Medical membership).
  - Unlimited PTO (recommended min 15 days) + paid sabbatical at 3, 5, and 7 years.
  - 16 weeks fully paid parental leave (all parents) with gradual return-to-work plan.
  - 3% 401k match (US employees).
  - $600 annual wellness stipend; $600 annual learning stipend; $500 tech setup stipend.
  - Annual travel budget for in-person collaboration, conferences, and company events.
  - Quarterly community donation program.
- **Recognition**: Best Places to Work NYC (2022–2024), Inc. Best Workplaces (2023), Built In Inclusive Workplace (2022, 2023), Crain’s Best Companies Group.

## Sources
1. [runwayml.com](https://runwayml.com/)
2. [Runway Careers](https://runwayml.com/careers)
3. [Runway About](https://runwayml.com/about)
4. [CB Insights – Runway Profile](https://www.cbinsights.com/company/runwayml)
5. [Greenhouse Job Board](http://job-boards.greenhouse.io/runwayml)

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- [Executive Assistant / Senior Executive Assistant to the Co-founder](https://feeny.ai/job/executive-assistant-senior-executive-assistant-to-the-co-founder-runway-new-york-myjrgheyymv0) — New York, NY
- [Pricing Lead](https://feeny.ai/job/pricing-lead-runway-remote-fhhpwgh517xx)
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