Support Engineer

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 ...