Technical Support Engineer (L2)

OneRail Poland Sp. z o.o. works on industry-leading technology shaping the future of logistics with a focus on innovation, career growth, and collaborative culture.

• 2–4 years of experience in technical support, product support, software development, or a customer-facing technical role.
• Strong troubleshooting skills and ability to work independently on ambiguous problems.
• Comfort using modern AI-assisted tools for code understanding, debugging, or documentation.
• Ability to read and understand code, preferably in JavaScript and TypeScript.
• Hands-on experience debugging REST API requests including authentication, payloads, and status codes.
• Working knowledge of SQL for investigation and validation.
• Experience owning support tickets from intake through resolution.
• Clear written and verbal communication skills, including explaining technical issues to non-technical audiences.
• Comfortable collaborating with Engineering and Product teams during escalations.
• Advanced proficiency in English and Polish (B2+).

• Serve as a primary technical support contact for customer-reported issues.
• Triage incoming issues to assess severity, impact, and scope.
• Investigate problems using logs, monitoring tools, API requests, and SQL queries.
• Reproduce issues when possible and clearly document steps, conditions, and outcomes.
• Use AI-assisted development tools to understand code paths, APIs, and system behavior.
• Leverage AI tools to analyze logs, error traces, and reproduction steps to accelerate root cause identification.
• Contribute to bug fixes, config updates, and improvements using AI tooling for coding and review.
• Escalate issues to Engineering with detailed context: repro steps, evidence, suspected cause, and suggested actions.
• Communicate technical findings clearly to internal stakeholders and customers.
• Maintain and improve support documentation, knowledge base articles, runbooks, and SOPs.
• Identify recurring issues and trends; suggest tooling, logging, alerting, or documentation improvements.