Support Engineer at Ravio

ABOUT RAVIO Ravio exists to help companies attract and retain talent by bringing transparency into the opaque world of compensation. We're a modern compensation platform trusted by 1,400+ global companies – including Pipedrive, Wise, and Octopus Energy – providing real-time salary benchmarking, salary bands management, pay gap analysis, and compensation review tooling. Our data is sourced directly from customers' HR systems and covers 100+ roles across 46 countries with 350,000+ live data points. Our core belief is that transparency breeds fairness. Our guiding principles are simple: nothing at Ravio is someone else's problem, it's always day one, and the bar doesn't raise itself. ROLE OVERVIEW Ravio's Operations team powers our benchmarking ecosystem with defensible data, reliable support, and scalable operations. Within this team, Product Support delivers timely, technical support to customer-facing teams, resolves product issues, and proactively supports emerging features and key processes. As a Tier 2 Support Engineer, you handle complex, high-impact issues that go beyond first-line resolution — including HRIS integration failures and data pipeline behaviour across our GCP infrastructure. You use and improve runbooks to resolve issues efficiently, working alongside Engineering on the harder edges and feeding what you learn back into the documentation so the whole support function gets stronger. Beyond resolution, you're the bridge between our customers' pain points and the Product and Engineering teams who can fix them structurally, ensuring Ravio's platform keeps getting better with every issue you uncover. KEY RESPONSIBILITIES - Advanced Escalation Management: Investigate and resolve complex technical issues escalated from first-line Product Support, including deep-dives into HRIS and ATS integration behaviour, Ravio's REST APIs, data pipeline anomalies, and platform features such as Equity, Variable Pay, and Salary Bands. - Technical Liaison: Act as the first-line incident owner, coordinating with Engineering via Linear to drive timely resolution. Provide clear, jargon-free technical updates to Customer Success, Sales, and other internal stakeholders through Slack and our internal tooling. - Trend and Root Cause Analysis: Analyse support ticket patterns to identify recurring systemic issues – whether that's a common HRIS field mapping failure, a data quality gap, or a UX friction point. Lead efforts to implement long-term fixes by surfacing insights to Product and Engineering. - Documentation and Enablement: Own the development of Ravio's Knowledge Base. Create and maintain troubleshooting guides, playbooks, and runbooks that empower first-line Product Support and customer-facing teams (CS, Sales) to resolve common issues independently and confidently. - Customer Onboarding Support: Support the data quality check step of customer onboarding, ensuring data from HRIS integrations meets Ravio's benchmarking standards before granting access to the platform. - Product Advocacy: Act as the voice of the customer in product discussions. Gather, analyse, and surface common customer issues and usability feedback to help shape Ravio's product roadmap and improve supportability. TECHNICAL SKILLS AND EXPERTISE - Data and Debugging Proficiency in SQL for investigating data issues across Ravio's benchmarking datasets. Ability to read and analyse application logs in GCP Cloud Logging and Datadog to diagnose platform behaviour and integration failures. - Development Competency in at least one scripting language (Python or JavaScript preferred) to perform code-level investigations, write diagnostic scripts, and support automation of repetitive support tasks. - APIs and Integrations Strong understanding of REST APIs and webhooks. Hands-on experience troubleshooting HRIS and ATS integrations (e.g. Personio, HiBob, Workday, BambooHR, Greenhouse, Ashby) and SSO via Auth0. - Infrastructure Familiarity with Google Cloud Platform (GCP) services and modern observability tooling, specifically Datadog. Experience navigating cloud-hosted application environments to trace issues end-to-end. - Tooling Experience with Linear (or similar project tracking tools) for issue management and engineering collaboration. Familiarity with DevCycle (feature flags), Slack for internal communication, and Notion for documentation. WHAT WE'RE LOOKING FOR Beyond technical skills, we're looking for someone who thrives in the following areas: - Customer empathy: You understand that behind every support ticket is a People or Reward leader trying to make confident compensation decisions. You communicate with clarity and care. - Ownership mindset: Nothing at Ravio is someone else's problem. You take full ownership of issues from first contact to resolution, and you proactively improve the processes around you. - Curiosity and rigour: You dig into root causes rather than applying surface-level fixes. You're energised by understanding how systems work end-to-end. - Clear communication: You can translate complex technical findings into plain English for non-technical stakeholders – a skill that's central to Ravio's brand voice of being clear, concise, confident, and human. SUCCESS METRICS Your impact will be measured against the Product Support team's core KPIs: - Ticket Resolution SLA Adherence: Percentage of escalated tickets resolved within defined SLA timelines, segmented by priority (P1–P3). - Escalation Rate to Engineering: The proportion of Tier 2 tickets that require further escalation to core Engineering. The goal is to minimise this through deeper technical capability and better tooling. - Knowledge Base Contribution: Volume and effectiveness of documentation created – measured by reduction in recurring issue types and improved first-contact resolution rates. - Ticket Volume Reduction: Contribution to reducing overall ticket volume by improving operational and product processes upstream. - Internal CSAT: Satisfaction scores from internal teams (Customer Success, Sales) on the quality and timeliness of technical support provided. WHY RAVIO? - Mission-driven work: Help build the platform that's transforming how companies make compensation decisions – from guesswork into strategic advantage. - High-growth environment: Join a fast-scaling team where your work directly impacts 1,400+ customers and hundreds of thousands of employees worldwide. - Modern tech stack: Work with GCP, Datadog, Linear, Auth0, DevCycle, and a product team that ships frequently and values engineering quality. - A culture of respect and ownership: At Ravio, respect is the basis for all interactions. We trust people to own their work and raise the bar every day. COMPENSATION & BENEFITS - £41,000 - £57,000 - Company ownership (everyone gets a meaningful equity stake in Ravio) - 37 days paid time off (25 days holiday + 4 wellness days + 8 public holidays) - Up to 6% pension matching scheme - £60 a month wellness allowance (Invest in your physical wellbeing, on us) - £500 per year Learning and Development budget - Private healthcare cover (on a medical history disregarded basis) with AXA - Personal worldwide travel insurance - just in case - Income protection insurance (for full peace of mind in case you cannot work because of sickness or disability) - 16 weeks fully paid birthing parent leave, followed by 4 weeks at 50% pay. For non-birthing parents, we offer 8 weeks fully paid leave #LI-Hybrid #LI-JC1