Technical Support Engineer (L2)

• 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.

• 24 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).

• 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.

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. magazines Best Workplaces 2023 was listed on Forbes lists of Americas 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 .