Incident Response Leader, Bugs and Outages
About This Role
The CX team at Polymarket is the first line of contact when something goes wrong, and things go wrong in ways that are genuinely hard to predict. Prediction markets run on real money, real-time data, and on-chain infrastructure. When a wallet fails to connect, a market resolves incorrectly, or an outage hits during peak trading, customers notice immediately and the support queue reflects it within minutes. This role exists because CX needs someone who can own the response end to end, not just escalate and wait. You will be the operational center of gravity for every incident that touches customers. That means coordinating the CX side of live outages, building the systems that make bug intake clean and fast, and making sure agents and AI tools always know what is broken and what to tell customers. The team is lean and the platform moves fast. You will not have the luxury of slow processes or ambiguous ownership. This hire matters because right now, incident response across CX is not as structured as it needs to be. You are not inheriting a finished system. You are building one, and then running it.
What We're Looking For
4 or more years in incident management, technical support operations, or a support engineering role where you were directly involved in coordinating with engineering on live bugs and outages.
Technical fluency that lets you read logs, understand API errors, and have a real conversation with an engineer about what is failing and why, without needing it translated.
Demonstrated experience building support or ops processes from scratch, not just following existing ones.
Comfort being the calm, structured voice in a high-pressure situation where information is incomplete and customers are waiting.
Hands-on experience with incident and bug tracking tools such as Jira, Linear, PagerDuty, or Statuspage.
(Plus) Experience supporting a trading platform, financial product, or any system where real-time accuracy and uptime directly affect users' money.
(Plus) Familiarity with blockchain infrastructure, crypto wallets, or on-chain transactions, enough to understand what can go wrong and why.
Why Join Us
Competitive salary & equity
Unlimited PTO
Full Health, Vision, & Dental coverage
401k match
Hardware setup: new MacBook Pro, big display, & accessories
About Polymarket
Polymarket is at the forefront of the decentralized information and prediction market revolution, leveraging cutting-edge blockchain technology to create a more transparent and efficient way to bet on real-world events. We're building a platform where users can trade on their beliefs about everything from politics to pop culture, fostering a global community driven by data and conviction. Our mission is to democratize access to information and enable price discovery in a trustless environment, fundamentally reshaping how people engage with and understand the world. Our team thrives on innovation, intellectual curiosity, and a deep-seated belief in the power of Web3 principles. We champion a culture of open collaboration, radical transparency, and continuous learning, encouraging every team member to contribute their unique perspective to solve complex challenges. We are a group of passionate builders, designers, and strategists united by a vision for a decentralized future, where markets are fair, accessible, and censorship-resistant. At Polymarket, your work directly impacts the evolution of decentralized finance and information. If you're eager to make a significant impact in the nascent but rapidly expanding blockchain space, Polymarket offers an unparalleled opportunity. Join us to contribute to a platform that empowers users, challenges traditional financial systems, and puts the power of prediction back into the hands of the people. We're looking for individuals who are not just skilled but are also true believers in the potential of crypto to create a more informed and equitable world. Come build the future with Polymarket.
Ready to Apply?
To submit your application for this position, please visit Polymarket's official website and follow their application process.