Escalation Engineer, CX

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.

### What You'll Do: - 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.

### Qualifications: - 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.

Polymarket is the world's largest prediction market platform where users trade on the outcomes of real-world events such as politics, sports, economics, and more, using USDC cryptocurrency on the Polygon blockchain. It provides real-time odds reflecting news, polls, and events, and operates globally with a US-regulated entity.