The Role
Provide frontline technical support by triaging, investigating, reproducing, and resolving customer issues across APIs, databases, integrations, and applications. Use logs, monitoring tools, SQL, API debugging, and AI-assisted tools to identify root causes and contribute safe fixes. Own tickets through resolution, escalate effectively to Engineering, communicate findings to technical and nontechnical audiences, and improve documentation, tooling, alerts, and support processes.
Summary Generated by Built In
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
Preferred Qualifications
Office location: Kraków, Poland
Work Style: hybrid, shift work (3-4 days from the office / week)
Salary levels: 12 000 – 16 000 PLN/ month
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.
- 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
Office location: Kraków, Poland
Work Style: hybrid, shift work (3-4 days from the office / week)
Salary levels: 12 000 – 16 000 PLN/ month
Skills Required
- 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 through ambiguous problems
- Comfort using modern AI-assisted tools for code understanding, debugging, or documentation
- Ability to read and understand code; JavaScript or TypeScript preferred
- Hands-on experience debugging REST APIs, including authentication, payloads, requests, responses, and 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 nontechnical audiences
- Ability to collaborate with Engineering and Product teams during escalations
- Advanced written and spoken English and Polish proficiency, B2 or higher
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The Company
What We Do
OneRail is a leading omnichannel fulfillment solution that pairs best-in-class software with logistics as a service to provide dependability and speed. Their platform utilizes AI to connect shippers with a courier ecosystem, automating and optimizing the delivery supply chain.
