Incident Response Leader, Bugs and Outages

Polymarket; New York (NY); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Health, Vision, Dental coverage

401k match

Hardware setup: MacBook Pro, display,

Pay Transparency

Base salary range: $200,000 to $250,0

Job summary

Polymarket is seeking an experienced Incident Manager to own end-to-end CX incident response. You will coordinate live outages, triage reports, and work directly with engineering to resolve issues quickly, while maintaining clear communication with customers and internal teams.

You will build and govern escalation paths, maintain a known-issue library, and drive post-incident reviews to prevent recurrence. Industry familiarity with trading platforms and blockchain is a plus.

Qualifications

• 4+ years in incident management or live-support coordination with engineering.
• Ability to read logs and discuss API errors with engineers without translation.
• Experience building support or ops processes from scratch.

Responsibilities

• Run the CX war room during live incidents and coordinate agents and updates.
• Triage bug reports, reproduce issues, and document context for engineering.
• Create escalation paths with Product and Engineering and maintain severity definitions.
• Own the known-issue library and ensure accurate, up-to-date information for agents.
• Lead post-incident reviews and ensure fixes are tracked to completion.
• Design and stand up on-call coverage for CX with clear ownership.

Skills

Incident management

Technical communication

Process design

Crisis communication

Tools

Jira

Linear

PagerDuty

Statuspage

Job description

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

The CX team at Polymarket is the first line of contact when something goes wrong, and things go wrong in ways that are genuinely hard to predict. Prediction markets run on real money, real-time data, and on-chain infrastructure. When a wallet fails to connect, a market resolves incorrectly, or an outage hits during peak trading, customers notice immediately and the support queue reflects it within minutes. This role exists because CX needs someone who can own the response end to end, not just elevate and wait.

You will be the operational center of gravity for every incident that touches customers. That means coordinating the CX side of live outages, building the systems that make bug intake clean and fast, and making sure agents and AI tools always know what is broken and what to tell customers. The team is lean and the platform moves fast. You will not have the luxury of slow processes or ambiguous ownership.

This hire matters because right now, incident response across CX is not as structured as it needs to be. You are not inheriting a finished system. You are building one, and then running it.

What You'll Do

• Run the CX war room during live incidents: coordinate agents, write and push customer-facing status updates, and stay in the loop with engineering from first signal to all-clear.
• Triage incoming bug reports from support, reproduce issues where possible, and file them to engineering with enough context that they can act without coming back to you.
• Build and maintain escalation paths into Product and Engineering, including shared severity definitions and clear service level expectations on both sides.
• Own the known-issue library: keep it current during active incidents so every agent and AI tool is working from accurate information and not making things up.
• Lead post-incident reviews for CX, identify what broke down in the response, and track fixes through to completion so the same incident does not generate the same contact volume twice.
• Design and stand up on-call coverage for CX so off-hours incidents have a clear owner and a clear process, not just whoever happens to be awake.

What We're Looking For

• 4 or more years in incident management, technical support operations, or a support engineering role where you were directly involved in coordinating with engineering on live bugs and outages.
• Technical fluency that lets you read logs, understand API errors, and have a real conversation with an engineer about what is failing and why, without needing it translated.
• Demonstrated experience building support or ops processes from scratch, not just following existing ones.
• Comfort being the calm, structured voice in a high-pressure situation where information is incomplete and customers are waiting.
• Hands-on experience with incident and bug tracking tools such as Jira, Linear, PagerDuty, or Statuspage.
• (Plus) Experience supporting a trading platform, financial product, or any system where real-time accuracy and uptime directly affect users' money.
• (Plus) Familiarity with blockchain infrastructure, crypto wallets, or on-chain transactions, enough to understand what can go wrong and why.

Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories
• Pay Transparency
• Base salary range: $200,000 to $250,000, plus equity and benefits.

This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.