Senior Technical Account Manager & Support Engineer

Join Our Team as a Senior Technical Account Manager & Support Engineer

At Polygon Labs, we're looking for a Senior Technical Account Manager and Support Engineer to help enterprises integrate and scale on the Polygon Open Money Stack. In this role, you will manage the technical relationship with our customers, guiding them through integration, production launch, and ongoing optimization.

About the Role

This position sits at the crossroads of customer success, solutions engineering, and product infrastructure. You will collaborate directly with enterprise engineering teams to implement payments infrastructure powered by Polygon technology. Your work will help financial institutions, fintech companies, and digital platforms enhance their payments capabilities.

What You'll Do

• Integration Leadership:
  • Lead post-sale implementation for enterprise customers, setting integration plans and clear delivery milestones.
  • Act as the primary technical contact during the integration lifecycle, including API onboarding and production launch.
  • Troubleshoot integration issues and escalate to Product Engineering when needed.
  • Hold regular status meetings with customer engineering teams and keep internal stakeholders informed.
  • Create documentation and runbooks to improve implementation repeatability.
• Technical Account Management:
  • Manage the post-launch technical relationship for a portfolio of enterprise accounts.
  • Monitor integration health and transaction activity to identify optimization opportunities.
  • Conduct quarterly business reviews with customer technical and product leadership.
  • Identify expansion opportunities and collaborate with Sales on additional use cases.
  • Serve as the escalation point for complex technical issues and coordinate resolution across teams.
• Technical Support and Knowledge Development:
  • Investigate and resolve complex integration issues across customer implementations.
  • Utilize observability platforms to trace request execution paths and identify production issues.
  • Build and maintain a knowledge base of troubleshooting guides and known issues.
  • Triage technical support inquiries and communicate with customers about issue resolution.
  • Identify recurring support patterns and work with teams to develop solutions that reduce friction.

What We're Looking For

• 5–7 years of experience in a Technical Account Manager, Customer Engineer, Solutions Engineer, or similar role in payments, fintech, or financial infrastructure.
• Experience with payments APIs and financial infrastructure, including fund flows and settlement systems.
• Hands-on experience troubleshooting API integrations and diagnosing integration failures.
• Familiarity with REST APIs, webhooks, and authentication patterns like OAuth and API keys.
• Experience managing technical relationships with enterprise customers and conducting quarterly reviews.
• Proficiency with developer tools and observability platforms like Datadog, as well as CRM or support systems like HubSpot or Zendesk.

Nice to Have

• Experience in a blockchain, stablecoin, or digital asset infrastructure company.
• Familiarity with regulated financial environments, including KYC or KYB workflows.
• Exposure to onchain payment flows and smart wallet infrastructure.
• Experience building support documentation or internal knowledge bases.
• Fluency in Spanish or another language relevant to the LATAM market.

What We Offer

At Polygon Labs, we care about your well-being and offer a comprehensive compensation plan, including:

• 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 (lifetime max).
• $200 Annual AI Allowance.
• $75 Monthly internet or phone reimbursement.
• Flexible Time Off.
• Company-issued laptop.
• Egg freezing, mental health, and employee wellness benefits.

*In certain countries, medical, dental, and vision is fully covered for employees and their dependents. 401k is for United States employees only.

Polygon Labs is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

If you think you have what it takes but don’t meet every single requirement, please still reach out. We would love to have a conversation and see if you could be a great fit.