Senior Technical Account Manager & Support Engineer

📋 Description

• • As a Senior Technical Account Manager & Support Engineer at Polygon Labs, you will be instrumental in guiding enterprise clients through the successful integration and scaling of their operations on the Polygon Open Money Stack. This pivotal role bridges the gap between customer success, solutions engineering, and core product infrastructure, ensuring our clients can leverage our cutting-edge blockchain payment technology to its fullest potential.
• • You will own the critical post-sale technical relationship with enterprise customers, acting as their trusted advisor from initial integration and through to production launch and ongoing optimization. This involves a deep dive into their technical requirements and a proactive approach to problem-solving.
• • Your day-to-day will involve close collaboration with enterprise engineering teams, providing hands-on support to implement and maintain robust payments infrastructure powered by Polygon. A key focus will be ensuring these integrations are not only functional but also highly reliable, scalable, and seamlessly supported in a production environment.
• • This is a dynamic, hands-on position for an individual who thrives on working with APIs, dissecting logs, and navigating complex integration landscapes, while simultaneously cultivating strong, trusted relationships with senior technical stakeholders within client organizations.
• • The impact of your work will be direct and significant, shaping how leading financial institutions, innovative fintech companies, and diverse digital platforms launch, expand, and optimize their payment capabilities using the Polygon Open Money Stack.
• • You will lead the entire technical lifecycle of enterprise integrations, from initial planning and setup to successful deployment and ongoing scaling of payments infrastructure built on Polygon's advanced technology.
• • **Integration Leadership:**
• • Spearhead the post-sale implementation process for enterprise clients, meticulously establishing comprehensive integration plans, fostering clear and consistent communication channels, and defining precise delivery milestones.
• • Act as the primary technical point of contact throughout the entire integration journey, encompassing API onboarding, intricate webhook configuration, rigorous sandbox testing, User Acceptance Testing (UAT), and the critical production launch phase.
• • Proactively troubleshoot integration blockers and adeptly diagnose complex API or infrastructure issues, escalating to the Product Engineering team for deeper investigation and resolution when necessary.
• • Conduct regular, structured integration status meetings with customer engineering teams, ensuring consistent visibility and alignment across all internal stakeholders.
• • Develop and maintain high-quality integration documentation, comprehensive runbooks, and detailed internal handoff notes to enhance the repeatability and efficiency of future implementations.
• • **Technical Account Management:**
• • Take full ownership of the post-launch technical relationship for a dedicated portfolio of enterprise accounts, focusing on high-priority customer tiers.
• • Continuously monitor integration health, analyze transaction activity patterns, and assess platform usage to proactively identify opportunities for optimization or potential risks before they impact the client.
• • Lead and conduct insightful quarterly business reviews (QBRs) with technical and product leadership teams at customer organizations, showcasing value and identifying strategic next steps.
• • Identify and nurture expansion opportunities within existing accounts, collaborating closely with the Sales team to advance additional use cases and deepen client engagement.
• • Serve as the primary escalation point for complex and critical technical issues, expertly coordinating resolution efforts across Support, Engineering, and Product teams to ensure swift and effective outcomes.
• • **Technical Support and Knowledge Development:**
• • Investigate and resolve intricate integration challenges, including but not limited to API errors, webhook failures, detailed transaction debugging, and the resolution of edge cases across diverse customer implementations.
• • Leverage advanced observability platforms such as Datadog to meticulously trace request execution paths, analyze system logs, and pinpoint the root causes of production issues with precision.
• • Build, curate, and maintain a robust knowledge base, developing comprehensive troubleshooting guides, efficient diagnostic workflows, and detailed documentation for known issues.
• • Efficiently triage and route incoming technical support inquiries, ensuring timely and transparent communication with customers regarding the status and resolution of their issues.
• • Identify recurring support patterns and collaborate proactively with internal teams to develop targeted documentation, implement automation solutions, or drive product improvements that effectively reduce support friction and enhance overall customer experience.