Technical Support Engineer (L2) - OneRail's Technology Hub - Poland

OneRail USA; Kraków; Hybrid; PLN 134,000 - 179,000; Full time

Job summary

OneRail USA in Kraków, Poland, seeks a Technical Support Engineer to join our Customer Success team in a hybrid role. You will handle front-line issues, triage, investigate using logs, API requests, and SQL, and collaborate with Engineering on escalations.

This hands-on role requires reading code (JavaScript/TypeScript preferred), debugging REST APIs, and owning tickets end-to-end. The position offers 3-4 days in the office with flexible hours and CET onboarding overlap.

Qualifications

• 2–4 years in technical support or customer-facing role.
• Strong troubleshooting and independent problem solving.
• Reads code (JavaScript/TypeScript preferred).
• Experience debugging REST APIs (requests, responses, auth, payloads, status codes).
• Working knowledge of SQL for investigation and validation.

Responsibilities

• Serve as primary technical contact for customer issues.
• Triage issues by severity, impact, and scope.
• Investigate problems using logs, API requests, and SQL.
• Document reproduction steps clearly with conditions and outcomes.
• Escalate issues to Engineering with context for faster resolution.
• Maintain and improve support documentation and runbooks.

Skills

Troubleshooting

Code reading

REST API debugging

SQL

English & Polish proficiency

Tools

AI-assisted tools

SQL clients

Job description

Department: Customer Success

Reports to: Lead Technical Support Analyst

Location: Hybrid, 3-4 days / week in the office.

Overview

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.

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 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.

Qualifications

• 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+).

Preferred Qualifications

• Preferred experience or industry background
• Preferred Certifications
• Preferred tools, systems, or methodologies
• Additional language, leadership, or domain‑specific skills

Work Location

Hybrid, Kraków, Poland

Office location: Kraków, Poland

Work Style: hybrid (3-4 days from the office / week), 9:00 – 17:00 (flexible). During the first 3-4 months, the role requires wider overlap with US time zones (CET) to support onboarding.

Salary levels: 12 000 – 16 000 PLN/ month

About OneRail

OneRail is a leading omnichannel fulfillment solution pairing best‑in‑class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real‑time connected network of 12 million drivers, OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people‑plus‑platform approach features a 24/7 USA‑based exceptions team who maintain a 98% on‑time delivery rate. By optimizing fulfillment processes, reducing costs and improving order accuracy with store‑shelf‑to‑doorstep visibility, OneRail is committed to empowering clients and improving the customer experience.

OneRail was named to the Deloitte Technology Fast 500™ two years in a row, was ranked 19th in the 2025 FreightTech 25, named for the fifth year in a row to the FreightTech 100, was honored as one of Inc. magazine’s Best Workplaces 2023, was listed on Forbes’ lists of America’s Best Startup Employers for the last three years, was named to the Inc. 5000 two years in a row and was selected as the Last Mile Company of the Year for the 2024 SupplyTech Breakthrough Awards. To learn more about OneRail, visit OneRail.com.