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Salary: USD 200,000 - 250,000 / annual
Polymarket is the world's largest prediction market platform, enabling individuals to trade on real-world outcomes across politics, economics, sports, culture, and current affairs. The platform operates as a peer-to-peer marketplace with no centralized house, aggregating diverse opinions into market-based probabilities. With $21B traded in 2025, the company is growing rapidly and positioning itself as a beacon of truth in global media.
The Incident Response Leader will serve as the operational center of gravity for every customer-facing incident. This role owns the end-to-end response process rather than simply escalating issues. You will coordinate the CX side of live outages, build systems for clean and fast bug intake, and ensure agents and AI tools have accurate, real-time information about what is broken and what to communicate to customers.
Key responsibilities include:
- Running the CX war room during live incidents: coordinating agents, writing and pushing customer-facing status updates, and maintaining communication with engineering from first signal to resolution
- Triaging incoming bug reports from support, reproducing issues where possible, and filing them to engineering with sufficient context for independent action
- Building and maintaining escalation paths into Product and Engineering with shared severity definitions and clear service level expectations
- Owning the known-issue library to ensure agents and AI tools work from accurate information
- Leading post-incident reviews for CX, identifying response breakdowns, and tracking fixes to completion
- Designing and standing up on-call coverage for CX with clear ownership and process for off-hours incidents
This is a foundational hire. The CX incident response process is not yet as structured as needed, and you will build the system from scratch, then run it operationally.
REQUIREMENTS:
- 4+ years in incident management, technical support operations, or support engineering with direct involvement coordinating with engineering on live bugs and outages
- Technical fluency to read logs, understand API errors, and have substantive conversations with engineers about failure modes
- Demonstrated experience building support or ops processes from scratch, not just executing existing ones
- Ability to remain calm and structured in high-pressure situations with incomplete information and waiting customers
- Hands-on experience with incident and bug tracking tools (Jira, Linear, PagerDuty, Statuspage, or equivalent)
- Plus: Experience supporting trading platforms, financial products, or systems where real-time accuracy and uptime directly affect user money
- Plus: Familiarity with blockchain infrastructure, crypto wallets, or on-chain transactions sufficient to understand failure modes
