Support Engineer

Ravio

Support Engineer at Ravio, addressing HRIS integration failures and providing technical support for customer success. Collaborating with Engineering to enhance product operations and documentation.

Posted 4/22/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £41,000 - £57,000 per yearWebsite

Tech Stack

Tools & technologies

CloudGoogle Cloud PlatformJavaScriptPythonSQL

About the role

Key responsibilities & impact

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.
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.
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.
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.
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.
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.

Requirements

What you’ll need

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
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
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
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
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

Benefits

Comp & perks

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

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Hard Skills & Tools

SQLPythonJavaScriptREST APIswebhooksHRIS integrationsATS integrationsGCP Cloud LoggingDatadogdata quality

Soft Skills

analytical skillscommunicationproblem-solvingcustomer advocacycollaborationleadership