Technical Support Engineer (L2)

OneRail is a technology company innovating solutions for multi-modal delivery. They have built and continue to develop the OmniPoint SaaS delivery orchestration platform that uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

• 2–4 years of experience in technical support, product support, software development, or a customer-facing technical role.
• Strong troubleshooting skills and comfort working through ambiguous problems independently.
• Comfort using modern AI-assisted tools for code understanding, debugging, or documentation.
• Ability to read and understand code (JavaScript / TypeScript preferred).
• Hands-on experience debugging REST APIs including requests, responses, auth, 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, both written and spoken (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 quickly understand unfamiliar code paths, APIs, and system behavior during investigations.
• Leverage AI tools to help analyze logs, error traces, and reproduction steps to accelerate root cause identification.
• Contribute to bug fixes, config updates, and other safe improvements using AI tooling to assist with coding, validating, and reviewing changes before submitting for review.
• Escalate issues to Engineering with high-quality context including repro steps, evidence, suspected cause, and suggested next actions.
• Communicate technical findings clearly to internal stakeholders and, when appropriate, directly to customers.
• Maintain and improve support documentation, KB articles, runbooks, and SOPs.
• Identify recurring issues and trends; suggest improvements to tooling, logging, alerts, or documentation.

Please be informed that the data controller is OneRail Poland Sp. z o.o. (hereinafter "controller"). You have the right to request access to your personal data, their rectification, erasure or restriction of processing, the right to object to processing, as well as the right to data portability and to lodge a complaint to the supervisory authority. Personal data will be processed for the purpose of the recruitment process. Provision of data to the extent resulting from the Act of 26 June 1974 Labour Code is mandatory. In the remaining scope, providing data is voluntary. Refusal to provide mandatory data may result in the impossibility to carry out the recruitment process. The Administrator processes mandatory data on the basis of a legal obligation incumbent upon him/her, while with regard to additional data, the basis for processing is consent. Personal data will be processed until the recruitment procedure is completed and for the period of the possibility of asserting potential claims, and in the case of consent to participate in future recruitment procedures - until the withdrawal of such consent. Consent to the processing of personal data can be withdrawn at any time. The recipient of the data is the Just Join IT service and other entities to whom we have entrusted the processing of data in connection with recruitment.