About the role

Aplyr's Quick Take

This role is about handling complex technical support issues for Polymarket's users, particularly those using APIs. You'll work closely with both customers and the engineering team to diagnose problems, report bugs, and advocate for improvements. It's a hands-on, technical position rather than a traditional support role.

Good fit

Ideal candidates have over 5 years of experience in technical support or engineering roles, particularly in fintech or crypto. Strong problem-solving skills and a deep understanding of APIs and blockchain technology are essential.

Worth noting

This position requires a unique blend of technical expertise and customer advocacy, making it critical for high-value users. The role emphasizes direct collaboration with engineering, which might not be common in typical support jobs.

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

Polymarket 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 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

What We're Looking For

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

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

Skills & Tags

python typescript go rust ai backend data product

Aplyr's read

Polymarket is a cutting-edge decentralized prediction market platform where tech-savvy professionals thrive in a fast-paced, blockchain-driven environment.
Synthesized from recent postings & public sources

What's promising

•Polymarket offers a unique platform for trading on real-world event outcomes using cryptocurrency.
•The company is expanding rapidly, with diverse roles across engineering, marketing, and compliance.
•Polymarket's innovative use of blockchain technology attracts top talent in the cryptocurrency space.

What to watch

•Regulatory challenges pose significant risks to Polymarket's operations and growth.
•The volatile nature of cryptocurrency markets can impact user engagement and revenue.
•Limited public information about Polymarket's financial health and long-term sustainability.

Why Polymarket

•Polymarket's decentralized platform enables users to engage in prediction markets using blockchain.
•The company focuses on real-world event outcomes, differentiating it from traditional financial markets.
•Polymarket's recruitment spans diverse roles, reflecting a comprehensive approach to market expansion.

Aplyr’s read is generated by AI from public sources. Was it useful?