Polygon Labs

Senior Technical Account Manager, Support Engineer

Polygon Labs

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • You will lead the technical lifecycle of enterprise integrations while helping customers successfully deploy and scale payments infrastructure built on Polygon technology.
  • 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

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
Benefits
  • Remote first global workforce
  • Industry leading Medical, Dental and Vision health insurance*
  • Company matching 401k with 3% match*
  • $1,500 Home Office Set Up Allowance (life-time max)
  • $200 Annual Book Allowance Program
  • $75 Monthly internet or phone reimbursement
  • Flexible Time Off
  • 1 company wide wellness Friday day off per quarter
  • Company issued laptop
  • Egg freezing, mental health, and employee wellness benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
API onboardingwebhook configurationsandbox testingUATproduction launchtroubleshootingdebuggingREST APIsOAuthHMAC signing
Soft Skills
leadershipcommunicationproblem-solvingcollaborationcustomer relationship managementorganizational skillstechnical documentationstatus reportingbusiness review facilitationescalation management