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Tier 2 Support Engineer

RavioLondon
On-site Full-time

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Experience Level

Experience

Qualifications

Key ResponsibilitiesAdvanced Escalation Management: Investigate and resolve intricate technical issues escalated from first-line Product Support, including in-depth analyses of HRIS and ATS integration behaviors, Ravio's REST APIs, data pipeline anomalies, and platform features such as Equity, Variable Pay, and Salary Bands. Technical Liaison: Serve as the primary incident owner, coordinating with the Engineering team via Linear to ensure timely resolutions. Deliver clear, jargon-free technical updates to Customer Success, Sales, and other internal stakeholders through Slack and our proprietary tools. Trend and Root Cause Analysis: Examine support ticket trends to uncover recurring systemic challenges—be it a common HRIS field mapping error, data quality issues, or user experience friction points. Spearhead initiatives to implement long-term solutions by providing insights to the Product and Engineering teams.

About the job

Ravio supports over 1,400 organizations worldwide, including names like Pipedrive, Wise, and Octopus Energy, by offering a platform for real-time salary benchmarking, pay gap analysis, and compensation reviews. The system integrates directly with clients’ HR software, providing insights across more than 100 roles in 46 countries, and draws from a live database of over 350,000 data points. The company values transparency, fairness, and a culture of shared responsibility and continuous improvement.

Role overview

The Tier 2 Support Engineer joins the Operations team in London, focusing on keeping Ravio’s benchmarking platform reliable and efficient. This position sits within the Product Support group, which provides technical assistance to customer-facing teams, addresses product issues, and supports the rollout of new features and core processes.

What you will do

  • Tackle complex support issues that extend beyond first-line help, such as HRIS integration failures and data pipeline problems on Google Cloud Platform.
  • Use and refine runbooks to resolve technical challenges and maintain system stability.
  • Collaborate with Engineering on deeper technical cases, acting as a conduit between customer concerns and product development.
  • Update documentation to strengthen the support system and share knowledge across the team.

How this role fits

This role bridges customer challenges with Product and Engineering, helping Ravio’s platform improve with each issue solved. The Tier 2 Support Engineer ensures that support processes scale as the company grows, contributing to both day-to-day reliability and long-term product evolution.

About Ravio

Ravio is a forward-thinking compensation platform dedicated to enhancing fairness in organizations by providing transparency in pay structures. By offering a suite of tools for salary benchmarking and analysis, Ravio helps companies manage compensation effectively across diverse markets.

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