Technical Support Engineer (L2) @ OneRail Poland Sp. z o.o.

OneRail Poland Sp. z o.o.

Kraków

Hybrid

PLN 120,000 - 180,000

Full time

14 days+

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

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

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 (e.g., for code understanding, debugging, or documentation) to improve investigation speed and accuracy.
Ability to read and understand code (JavaScript / TypeScript preferred; other languages welcome).
Hands-on experience debugging REST APIs (requests, responses, auth, payloads, status codes).
Working knowledge of SQL for investigation and validation.
Experience owning support tickets from intake through resolution.
Clear written and verbal communication, including explaining technical issues to non-technical audiences.
Comfortable collaborating with Engineering and Product teams during escalations.
Advanced proficiency in English & Polish, both written and spoken (B2+).

We're looking for a Technical Support Engineer to serve as a front-line technical partner for our customers. In this role, you’ll handle incoming technical issues, perform triage and deep investigation, debug problems across APIs, databases, integrations, and application behavior, and work closely with Engineering when escalation is required. This is a hands-on role for someone who has already worked in technical or product support and enjoys digging into how systems work, not just passing tickets along. You’ll own issues end-to-end, communicate clearly with customers and internal teams, and over time have opportunities to contribute small fixes under engineering practices.

Why Join OneRail Poland?

Innovation at its Core: Work on industry-leading technology that is shaping the future of logistics.
Career Growth: Opportunities for professional development and career advancement.
Collaborative Culture: Join a team of talented engineers and industry experts.
Exciting Challenges: Solve complex problems and contribute to impactful projects.
Flexibility: We offer a flexible hybrid work style and flexible employment types to suit your needs, ensuring a Work-life balance that works for you.
Competitive Compensation: Attractive salary and benefits package.

Take the next step in your career and become a part of OneRail's exciting journey!

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, to quickly understand expected behavior.
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: 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.

Requirements