Escalation Engineer, CX

Polymarket

Escalation Engineer managing complex technical support issues for traders at Polymarket. Bridging communication between customers and engineering teams to enhance user experience.

Posted 5/1/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PythonSQLTypeScript

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

API debuggingRESTWebSocketFIXPythonTypeScriptSQLblockchain fundamentalsCLOB mechanicsDeFi protocols

Soft Skills

strong written communicationproblem-solvingtechnical liaisoncustomer communicationcollaborationattention to detailanalytical thinkinguser advocacyregression testingincident management