Escalation Engineer, CX — Crypto API & Trade Support

Polymarket; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Health, Vision, & Dental

401k match

Hardware setup — MacBook Pro, display

Job summary

Polymarket is seeking an Escalation Engineer to join the CX team in the United States. You will own the most technically complex support issues for traders and API builders, acting as a bridge between customers and engineering.

In this role, you will diagnose API failures, trace on-chain transactions, reproduce bugs, and translate customer pain into actionable tickets that engineering wants to work on. This is a dedicated technical advocate for high‑value users.

Qualifications

• 5+ years in technical support, escalation engineering, or SDET roles in fintech/crypto/trading
• Strong API debugging across REST, WebSocket, FIX; familiar with logs and tooling
• Blockchain fundamentals: on-chain troubleshooting and wallet basics
• Proficiency in Python or TypeScript to script and build tooling

Responsibilities

• Own complex API escalations end-to-end (integration failures, SDK questions, order issues)
• Trace Polygon transactions, investigate wallet deposits, and balance discrepancies
• Translate customer-reported issues into structured bug reports; participate in engineering triage
• Verify fixes with QA and help create regression tests from escalations
• Act as CX liaison during incidents, crafting communications and quantifying impact
• Aggregate escalation patterns to drive product improvements and self-serve tooling

Skills

API debugging

Blockchain basics

Python

TypeScript

Written communication

SQL skills

Prediction markets

DeFi knowledge

Automation tooling

Tools

Postman

cURL

Hex

Amplitude

Job description

Polymarket is seeking an Escalation Engineer to join the CX team in the United States. You will own the most technically complex support issues for traders and API builders, acting as a bridge between customers and engineering.

In this role, you will diagnose API failures, trace on-chain transactions, reproduce bugs, and translate customer pain into actionable tickets that engineering wants to work on. This is a dedicated technical advocate for high‑value users.