Remote
Remote
Senior
Full Time
2 days ago
blockchainpaymentsfintechremotecustomer successtechnical account management
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
What You'll Do
- •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
- •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
- •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
Nice to Have
- •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
About Polygon Labs
Polygon is a platform for Ethereum scaling and infrastructure development.
Bengaluru, India
250 - 500
Blockchain & Cryptocurrency