polymarket - Escalation Engineer, CX
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Requirements
• 5+ years in technical support, escalation engineering, solutions engineering, or SDET — ideally at a fintech, crypto, or trading platform • Strong API debugging skills across REST, WebSocket, and FIX protocols; comfortable with cURL, Postman, and reading API logs • Familiarity with blockchain fundamentals: reading block explorers, wallet architecture, on-chain troubleshooting • Working proficiency in Python or TypeScript — enough to write scripts, query data, and build proof-of-concept tooling • Strong written communication: able to translate between a frustrated VIP trader and a busy backend engineer without losing fidelity • Comfort with data tools — SQL, Hex, Amplitude, or similar — for investigating user issues • (Plus) Experience with prediction markets, sports betting platforms, or exchange backends • (Plus) Background in DeFi protocols, CLOB mechanics, or market making • (Plus) Experience building internal tools or automations that improve support efficiency
Responsibilities
• Own complex API escalations end-to-end: integration failures, CLOB order issues, FIX/REST/WebSocket debugging, and SDK questions • Trace transactions on Polygon, investigate wallet and deposit discrepancies, and troubleshoot USDC balance and position issues • Translate customer-reported issues into well-structured bug reports; attend engineering triage calls and follow up on resolution timelines • Partner with QA to verify fixes post-ship and help build regression test cases from real escalations • During incidents, serve as the technical liaison between engineering and CX — help craft customer communications and quantify impact • Aggregate escalation patterns into product feedback and push for user-facing improvements like better error messaging and self-serve tooling
Benefits
• Unlimited PTO • Full Health, Vision, & Dental coverage • Hardware setup — new MacBook Pro, big display, & accessories
No credit card. Takes 10 seconds.