Senior Technical Account Manager & Support Engineer

About Polygon LabsPolygon 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.Your RoleYou will play a foundational role in helping enterprises integrate and scale on the Polygon Open Money Stack. As a Senior Technical Account Manager and Support Engineer, you will own the technical relationship with customers after the deal is signed, guiding them through integration, production launch, and ongoing optimization.This role sits at the intersection of customer success, solutions engineering, and product infrastructure. You will work directly with enterprise engineering teams to implement payments infrastructure powered by Polygon technology while ensuring integrations remain reliable, scalable, and well supported in production.This is a hands-on role built for someone who enjoys working in APIs, logs, and integration environments while also building trusted relationships with senior technical stakeholders. Your work will directly influence how financial institutions, fintech companies, and digital platforms launch and expand payments capabilities on the Polygon Open Money Stack.Your ResponsibilitiesYou will lead the technical lifecycle of enterprise integrations while helping customers successfully deploy and scale payments infrastructure built on Polygon technology.Integration LeadershipLead post-sale implementation for enterprise customers, establishing integration plans, shared communication channels, and clear delivery milestonesServe as the primary technical contact throughout the integration lifecycle including API onboarding, webhook configuration, sandbox testing, UAT, and production launchTroubleshoot integration blockers and diagnose API or infrastructure issues, escalating to Product Engineering when deeper investigation is requiredRun regular integration status meetings with customer engineering teams and maintain visibility across internal stakeholdersCreate integration documentation, runbooks, and internal handoff notes that improve repeatability across implementationsTechnical Account ManagementOwn the post-launch technical relationship for a portfolio of enterprise accounts across high-priority customer tiersMonitor integration health, transaction activity, and platform usage to proactively identify optimization opportunities or risksConduct quarterly business reviews with technical and product leadership at customer organizationsIdentify expansion opportunities within accounts and collaborate with Sales to advance additional use casesServe as the escalation point for complex technical issues and coordinate resolution across Support, Engineering, and Product teamsTechnical Support and Knowledge DevelopmentInvestigate and resolve complex integration issues including API errors, webhook failures, transaction debugging, and edge cases across customer implementationsUse observability platforms such as Datadog to trace request execution paths, analyze logs, and identify root causes of production issuesBuild and maintain a knowledge base including troubleshooting guides, diagnostic workflows, and known issue documentationTriage and route technical support inquiries while ensuring timely communication with customers regarding issue resolutionIdentify recurring support patterns and work with internal teams to develop documentation, automation, or product improvements that reduce support frictionWhat You’ll Need5–7 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 companyDirect experience working with payments APIs, financial infrastructure, or embedded finance integrations involving fund flows, settlement, or reconciliation systemsHands-on experience troubleshooting API integrations, including debugging requests, tracing logs, and diagnosing integration failures independentlyStrong familiarity with REST APIs, webhooks, and authentication patterns such as OAuth, API keys, or HMAC signingExperience managing technical relationships with enterprise customers, including running quarterly reviews and coordinating cross-functional resolution of technical issuesProficiency using developer tooling and observability platforms such as Datadog, along with CRM or support systems such as HubSpot or ZendeskPreferred QualificationsExperience working at a blockchain, stablecoin, or digital asset infrastructure companyFamiliarity with regulated financial environments including KYC or KYB workflowsExposure to onchain payment flows, smart wallet infrastructure, or Web3 developer toolingExperience building support documentation or internal knowledge bases from the ground upFluency in Spanish or another language supporting LATAM market coveragePolygon Labs PerksThe goal of the Polygon Labs total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan includes the following benefits for our full time employees:Remote first global workforceIndustry 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 reimbursementFlexible Time Off1 company wide wellness Friday day off per quarterCompany issued laptopEgg freezing, mental health, and employee wellness benefitsIn certain countries medical, dental and vision is fully covered for employees and their dependents. This is country and plan specific.401k is for United States employees only.Polygon Labs is committed to a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Polygon Labs is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs.If you think you have what it takes, but do not necessarily meet every single point on the job description, please still get in touch. We would love to have a conversation and see if you could be a great fit.

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