Escalation Engineer, CX

ABOUT POLYMARKET Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future. We're growing fast — both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire. ABOUT THE ROLE Polymarket is looking for an Escalation Engineer to sit within the CX function and own the most technically complex support issues our traders and API builders encounter. You'll be the bridge between customers and engineering — diagnosing API failures, tracing on-chain transactions, reproducing bugs, and translating customer pain into tickets engineering actually wants to pick up. This is not a typical support role. Our highest-value users — API traders, market makers, institutional participants — deserve a dedicated technical advocate who speaks their language. You'll report bugs, join engineering triage calls, verify fixes, and push for the tooling improvements that reduce ticket volume for everyone. WHAT YOU'LL DO - 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 WHAT WE'RE LOOKING FOR - 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 BENEFITS - Competitive salary & equity - Unlimited PTO - Full Health, Vision, & Dental coverage - 401k match - Hardware setup — new MacBook Pro, big display, & accessories