Escalation Engineer, CX

🕒 May 1

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Polymarket

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

₿ Crypto

🎲 Gambling

💸 Finance

Crypto • Gambling • Finance

Polymarket is a prediction market platform that enables users to wager on the outcomes of various events, including political elections, sports contests, and cryptocurrency price movements. Operating as a decentralized betting service, it allows participants to buy and trade shares in event outcomes, providing a unique way to engage with and speculate on future scenarios. Polymarket combines elements from both traditional markets and blockchain technology, creating an innovative environment for users to make predictions and potentially profit from their insights.

📋 Description

• 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

🎯 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

🏖️ Benefits

• Competitive salary & equity • Unlimited PTO • Full Health, Vision, & Dental coverage • 401k match • Hardware setup — new MacBook Pro, big display, & accessories