事件响应负责人，漏洞与故障
Incident Response Leader, Bugs and Outages
## 关于Polymarket
Polymarket是全球最大的预测市场平台。我们让个人可以通过交易政治、经济、体育、文化及时事等领域的结果来表达对现实事件的看法。作为一个去中心化的点对点市场，Polymarket没有中央“庄家”，它将多样化的观点聚合为透明的、基于市场的概率，反映人们对未来的集体预期。
我们正在快速增长，无论是交易量（2025年达到210亿美元）还是作为替代新闻来源的采用率。我们的目标是成为全球媒体中无处不在的真相灯塔，我们需要你的帮助来添柴加火。
## 关于该职位
Polymarket的CX团队是出现问题时的第一接触点，而问题出现的方式确实很难预测。预测市场基于真实资金、实时数据和链上基础设施。当钱包无法连接、市场结算错误或高峰交易时段出现宕机时，客户会立即注意到，支持队列会在几分钟内反映出这些问题。这个职位的存在是因为CX需要有人能够全程负责响应，而不是仅仅上报并等待。
你将成为所有影响客户的事件的操作核心。这意味着协调现场故障的CX方面，建立使问题报告清晰快速的系统，并确保代理和AI工具始终知道哪里出错以及如何告知客户。团队精简，平台发展迅速。你不会拥有缓慢流程或模糊职责的奢侈。
这次招聘很重要，因为目前CX中的事件响应还不够结构化。你不是在继承一个完善的系统，而是在构建一个系统，然后运行它。
## 你会做什么
- 在现场事件期间管理CX作战室：协调代理，撰写并推送面向客户的状态更新，并从首次信号到全部恢复与工程团队保持同步。
- 处理来自支持的故障报告，尽可能复现问题，并在有足够的上下文信息的情况下将它们提交给工程团队，以便他们可以采取行动而无需再回来找你。
- 建立并维护通往产品和工程的升级路径，包括共享的严重性定义以及双方明确的服务级别期望。
- 负责已知问题库：在活跃事件期间保持其最新，确保每个代理和AI工具都基于准确的信息工作，而不是编造信息。
查看英文原文
## About Polymarket
Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.
We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.
## About the 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 You'll Do
- Run the CX war room during live incidents: coordinate agents, write and push customer-facing status updates, and stay in the loop with engineering from first signal to all-clear.
- Triage incoming bug reports from support, reproduce issues where possible, and file them to engineering with enough context that they can act without coming back to you.
- Build and maintain escalation paths into Product and Engineering, including shared severity definitions and clear service level expectations on both sides.
- Own the known-issue library: keep it current during active incidents so every agent and AI tool is working from accurate information and not making things up.
- Lead post-incident reviews for CX, identify what broke down in the response, and track fixes through to completion so the same incident does not generate the same contact volume twice.
- Design and stand up on-call coverage for CX so off-hours incidents have a clear owner and a clear process, not just whoever happens to be awake.
## 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.
## Benefits
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
### **Pay Transparency**
Base salary range: $200,000 to $250,000, plus equity and benefits.
This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.