Escalation Engineer, CX

About PolymarketPolymarket 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 RolePolymarket is looking for an Escalation Engineer to sit within the CX function and own the most technically complex support issues our traders and API builders encounter. You'll be the bridge between customers and engineering — diagnosing API failures, tracing on-chain transactions, reproducing bugs, and translating customer pain into tickets engineering actually wants to pick up.This is not a typical support role. Our highest-value users — API traders, market makers, institutional participants — deserve a dedicated technical advocate who speaks their language. You'll report bugs, join engineering triage calls, verify fixes, and push for the tooling improvements that reduce ticket volume for everyone.What You'll DoOwn complex API escalations end-to-end: integration failures, CLOB order issues, FIX/REST/WebSocket debugging, and SDK questionsTrace transactions on Polygon, investigate wallet and deposit discrepancies, and troubleshoot USDC balance and position issuesTranslate customer-reported issues into well-structured bug reports; attend engineering triage calls and follow up on resolution timelinesPartner with QA to verify fixes post-ship and help build regression test cases from real escalationsDuring incidents, serve as the technical liaison between engineering and CX — help craft customer communications