Software Engineer, Production Support

OneRail is a technology company innovating solutions for multi-modal delivery. We have built and continue to develop a delivery orchestration platform that connects shippers to an extensive courier ecosystem to automate, optimize, and control the entire delivery supply chain, from the demand signal to the proof of delivery.

Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

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.

Key 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.