Senior Technical Account Manager & Support Engineer

Polygon Labs

7d•Remote

About The Position

Polygon Labs is a global blockchain payments company building and operating infrastructure to move money instantly, reliably, and at internet scale, with the mission to move all money onchain. It is building the Polygon Open Money Stack, an open and integrated stack of services and technologies to instantly and reliably move money anywhere, and put it to work. Its infrastructure has facilitated trillions of dollars in onchain value transfer and supported millions of transactions daily for some of the globe's largest banks, fintechs, enterprises, and consumer applications. Your Role You will play a foundational role in helping enterprises integrate and scale on the Polygon Open Money Stack. As a Senior Technical Account Manager and Support Engineer, you will own the technical relationship with customers after the deal is signed, guiding them through integration, production launch, and ongoing optimization. This role sits at the intersection of customer success, solutions engineering, and product infrastructure. You will work directly with enterprise engineering teams to implement payments infrastructure powered by Polygon technology while ensuring integrations remain reliable, scalable, and well supported in production. This is a hands-on role built for someone who enjoys working in APIs, logs, and integration environments while also building trusted relationships with senior technical stakeholders. Your work will directly influence how financial institutions, fintech companies, and digital platforms launch and expand payments capabilities on the Polygon Open Money Stack.

Requirements

5–7 years of experience in a Technical Account Manager, Customer Engineer, Solutions Engineer, or similar role supporting enterprise customers at a payments, fintech, or financial infrastructure company
Direct experience working with payments APIs, financial infrastructure, or embedded finance integrations involving fund flows, settlement, or reconciliation systems
Hands-on experience troubleshooting API integrations, including debugging requests, tracing logs, and diagnosing integration failures independently
Strong familiarity with REST APIs, webhooks, and authentication patterns such as OAuth, API keys, or HMAC signing
Experience managing technical relationships with enterprise customers, including running quarterly reviews and coordinating cross-functional resolution of technical issues
Proficiency using developer tooling and observability platforms such as Datadog, along with CRM or support systems such as HubSpot or Zendesk

Nice To Haves

Experience working at a blockchain, stablecoin, or digital asset infrastructure company
Familiarity with regulated financial environments including KYC or KYB workflows
Exposure to onchain payment flows, smart wallet infrastructure, or Web3 developer tooling
Experience building support documentation or internal knowledge bases from the ground up
Fluency in Spanish or another language supporting LATAM market coverage

Responsibilities

Lead post-sale implementation for enterprise customers, establishing integration plans, shared communication channels, and clear delivery milestones
Serve as the primary technical contact throughout the integration lifecycle including API onboarding, webhook configuration, sandbox testing, UAT, and production launch
Troubleshoot integration blockers and diagnose API or infrastructure issues, escalating to Product Engineering when deeper investigation is required
Run regular integration status meetings with customer engineering teams and maintain visibility across internal stakeholders
Create integration documentation, runbooks, and internal handoff notes that improve repeatability across implementations
Own the post-launch technical relationship for a portfolio of enterprise accounts across high-priority customer tiers
Monitor integration health, transaction activity, and platform usage to proactively identify optimization opportunities or risks
Conduct quarterly business reviews with technical and product leadership at customer organizations
Identify expansion opportunities within accounts and collaborate with Sales to advance additional use cases
Serve as the escalation point for complex technical issues and coordinate resolution across Support, Engineering, and Product teams
Investigate and resolve complex integration issues including API errors, webhook failures, transaction debugging, and edge cases across customer implementations
Use observability platforms such as Datadog to trace request execution paths, analyze logs, and identify root causes of production issues
Build and maintain a knowledge base including troubleshooting guides, diagnostic workflows, and known issue documentation
Triage and route technical support inquiries while ensuring timely communication with customers regarding issue resolution
Identify recurring support patterns and work with internal teams to develop documentation, automation, or product improvements that reduce support friction