AI-Driven Technical Support Engineer (Hybrid, Growth)

OneRail Poland Sp. z o.o.; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Sport subscription

Training budget

Private healthcare

International projects

Small teams

Free beverages

Free snacks

Startup atmosphere

No dress code

Modern office

Free coffee

In-house hack days

In-house trainings

Playroom

Job summary

OneRail Poland Sp. z o.o. is seeking a Technical Support Engineer in Kraków to be a front-line technical partner for customers.

You’ll handle incoming issues, triage severity, investigate problems using logs, APIs, and SQL, and collaborate with Engineering when escalation is required. You’ll own issues end-to-end, clearly document steps, reproduce problems, and communicate findings to customers and internal teams.

Qualifications

• 2–4 years of experience in technical support, product support, software development, or a customer-facing technical role.
• Strong troubleshooting and independent problem solving.
• Experience with AI-assisted development tools.
• Ability to read JavaScript/TypeScript code.
• Experience debugging REST APIs and SQL.
• Experience owning tickets end-to-end.
• Clear written and verbal communication in English and Polish (B2+).

Responsibilities

• 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 and clearly document steps, conditions, and outcomes.
• Use AI-assisted tools to understand code paths, APIs, and system behavior during investigations.
• Leverage AI tools to analyze logs, error traces, and reproduction steps to accelerate root cause identification.
• Contribute to bug fixes, config updates, and other safe improvements with AI-assisted coding.
• Escalate issues to Engineering with repro steps, evidence, and suggested actions.
• Communicate technical findings to internal stakeholders and customers when appropriate.
• Maintain and improve support documentation, KBs, runbooks, and SOPs.
• Identify recurring issues and suggest tooling/logging improvements.

Skills

Technical support

Troubleshooting

AI-assisted tools

Code reading

REST APIs

SQL

Ticket ownership

English & Polish (B2+)

Tools

JavaScript

TypeScript

Job description

OneRail Poland Sp. z o.o. is seeking a Technical Support Engineer in Kraków to be a front-line technical partner for customers.

You’ll handle incoming issues, triage severity, investigate problems using logs, APIs, and SQL, and collaborate with Engineering when escalation is required. You’ll own issues end-to-end, clearly document steps, reproduce problems, and communicate findings to customers and internal teams.