Escalation Engineer, CX

Polymarket•New York, NY

About The Position

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.

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

Nice To Haves

Experience with prediction markets, sports betting platforms, or exchange backends
Background in DeFi protocols, CLOB mechanics, or market making
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