Technical Support Engineer (L2)

OneRail Poland Sp. z o.o. is a technology company innovating solutions for multi-modal delivery. They have built an OmniPoint SaaS delivery orchestration platform that connects shippers to a large courier ecosystem to automate and optimize the delivery supply chain. Their platform serves major companies like Lowe’s, Pepsi, and American Tire Distributors.

• 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 with ambiguous problems.
• Comfortable using modern AI-assisted tools for code understanding, debugging, and documentation.
• Ability to read and understand code, preferably JavaScript and TypeScript.
• Hands-on experience debugging REST APIs including requests, responses, 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 to explain 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 understand code paths, APIs, and system behavior.
• Leverage AI tools to analyze logs, error traces, and reproduction steps for root cause identification.
• Contribute to bug fixes, config updates, and improvements using AI tooling, and submit changes for review.
• Escalate issues to Engineering with detailed context including repro steps and suspected causes.
• 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 improvements to tooling, logging, alerts, or documentation.

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