• Provide advanced technical support and troubleshooting for multiple Point and Pay solutions • Diligently manage customer cases within the Customer Relationship Management (CRM) tool • Interact with multiple departments and provide strategic insight to solve enterprise-wide issues • Identify technical issues through feedback while engaging with customers and sales partners • Serve as an escalation point for internal customers • Partner with the Client Services and Product teams to prepare the call center for new product releases

• You will lead the technical lifecycle of enterprise integrations while helping customers successfully deploy and scale payments infrastructure built on Polygon technology. • 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

• Responsables de aterrizar esa visión al "grano fino". Su enfoque principal será el **análisis de flujos de datos**, determinando con precisión los insumos necesarios de entrada y salida para cada componente. • Capacidades Requeridas (Foco en Integración) • **Análisis de Insumos y Productos:** Capacidad para definir qué datos entran y salen de un sistema, mapeando transformaciones y validaciones técnicas. • **Diseño de Detalle Técnico:** Elaboración de contratos de interfaz (Swagger/OpenAPI) y diagramas de secuencia que sirvan de guía exacta para los desarrolladores. • **Liderazgo Técnico y Coordinación:** No es un rol de codificación activa, sino de supervisión. Debe asegurar que el equipo de desarrollo ejecute la definición técnica sin desviaciones, resolviendo bloqueos de infraestructura, puertos o permisos. • **Interlocución Técnica:** Capacidad para sustentar y coordinar requerimientos con las áreas de Integraciones, Core Bancario , Datos...etc

• Análisis de Insumos y Productos: Capacidad para definir qué datos entran y salen de un sistema, mapeando transformaciones y validaciones técnicas. • Diseño de Detalle Técnico: Elaboración de contratos de interfaz (Swagger/OpenAPI) y diagramas de secuencia que sirvan de guía exacta para los desarrolladores. • Liderazgo Técnico y Coordinación: No es un rol de codificación activa, sino de supervisión. Debe asegurar que el equipo de desarrollo ejecute la definición técnica sin desviaciones, resolviendo bloqueos de infraestructura, puertos o permisos. • Interlocución Técnica: Capacidad para sustentar y coordinar requerimientos con las áreas de Integraciones, Core Bancario , Datos...etc.