Senior Technical Account Manager & Support Engineer

About the Company

Polygon Labs is a global blockchain payments company building and operating infrastructure to move money instantly, reliably, and at internet scale, with the mission to move all money onchain. It is building the Polygon Open Money Stack, an open and integrated stack of services and technologies to instantly and reliably move money anywhere, and put it to work. Its infrastructure has facilitated trillions of dollars in onchain value transfer and supported millions of transactions daily for some of the globe's largest banks, fintechs, enterprises, and consumer applications.

Responsibilities

Integration Leadership

• 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

Technical Account Management

• 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

Technical Support and Knowledge Development

• 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

Preferred Qualifications

• Experience working at a blockchain, stablecoin, or digital asset infrastructure company
• Familiarity with regulated financial environments including KYC or KYB workflows
• Exposure to onchain payment flows, smart wallet infrastructure, or Web3 developer tooling
• Experience building support documentation or internal knowledge bases from the ground up
• Fluency in Spanish or another language supporting LATAM market coverage

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