Operations Engineer
Xsolla is a video game commerce company that provides a suite of tools and services—including merchant of record payment processing, tax management, fraud prevention, compliance, refunds, dispute management, and end-user support—to help game developers and publishers launch, grow, and monetize their games globally. It serves video game developers, publishers, and studios of all sizes across global and regional markets.
About Xsolla
Xsolla connects the tools, systems, payments, and web shops used by the video games industry, positioning itself as a global merchant of record supporting over 1,000 payment methods and a cumulative audience of 50 million, with transaction fees around 5%. Its services include tax management, fraud monitoring and prevention, global and regional regulatory compliance, refund and dispute management, and end-user payment support. Xsolla's product lineup includes the Xsolla SDK for native in-app payments on side-loaded apps and alternative app stores, a Buy Button enabling link-out purchases from iOS mobile games in the U.S., and Web Shop for building customized, direct-to-consumer game storefronts. The company works with major gaming industry partners and clients such as Mytona, Ubisoft, MARVEL SNAP, and others, and highlights partner success stories, industry events, and its own culture and hiring initiatives on its site.
Skills
About the Role
You'll join the Global Technical Operations team to keep critical systems running for game developers and players worldwide. You'll serve as the primary dashboard monitor during your shift, watching operational dashboards, detecting anomalies, and determining whether alerts need an incident ticket. You'll triage and investigate production incidents, perform initial technical investigation, and route issues to the correct team. You'll own lower-severity incidents end-to-end, and support the TSO Lead during major incidents by surfacing real-time data and maintaining incident tickets. You'll draft incident communications, analyze incident trends during quiet periods, compile timelines and PIR documents, and build operational automation and runbooks. You'll conduct structured shift handoffs, cover for the TSO Lead when needed, and publish periodic health reports for critical applications.
Requirements
- Previous experience working at a gaming company is required
- 4+ years of experience in SRE, DevOps, production operations, NOC, or technical operations in a high-availability environment
- Strong troubleshooting and investigation skills across logs, APM traces, infrastructure metrics, database queries, and network paths
- Hands-on experience with Datadog or equivalent observability platform such as Grafana, Splunk, New Relic, or Elastic
- Proficiency in at least one scripting language: Python, Go, or Bash
- Clear written and verbal communication skills in English
- Working knowledge of Kubernetes and cloud infrastructure, GCP preferred, AWS or Azure acceptable
- Understanding of SLOs, error budgets, and burn-rate alerting
- Experience with incident management tooling such as JIRA or JIRA Service Management, PagerDuty or OpsGenie, Slack, and Confluence
- Experience with or strong interest in AI/ML-assisted operations such as anomaly detection, alert correlation, predictive monitoring, or automated remediation
- Comfort with 24x7 shift-based operations as part of a follow-the-sun model with handoff overlaps
- Weekend on-call rotating is required
Responsibilities
- Serve as the primary dashboard monitor during your shift, watching the GTO Operational Dashboard in Datadog and correlating signals across APM, logs, metrics, synthetic tests, and Real User Monitoring
- Triage and investigate production incidents by creating incident tickets in JIRA Service Management and performing initial technical investigation using Datadog
- Determine blast radius and likely root cause domain and route incidents to the correct team using the smart routing model
- Own lower-severity incidents end-to-end from detection through resolution, executing runbook procedures
- Escalate promptly when an incident is unresolved within defined thresholds or requires a code-level fix
- Support the TSO Lead during major incidents by surfacing real-time data and maintaining the incident ticket with live timeline entries
- Draft incident communications including internal Slack updates, stakeholder notifications, and customer-facing status page updates
- Analyze incident trends, recurring issues, and production bugs during non-incident periods and compile findings into reports
- Compile incident timelines and draft initial PIR documents for Post-Incident Review preparation
- Track PIR action items post-session and flag overdue items to the TSO Lead
- Build and maintain operational automation such as alert enrichment scripts, incident templates, Slack workflows, and dashboard widgets
- Contribute to runbook development by documenting new resolution procedures
- Conduct structured shift handoffs covering active incidents, at-risk services, upcoming deployments, and follow-up items
- Participate in knowledge transfer sessions with SREs
- Cover for the TSO Lead during vacations, absences, or emergencies including severity classification and escalation decisions
- Publish health reports of critical apps periodically
Benefits
- Unlimited Flexible Time Off
- Gym membership
- Monthly train ticket
- Personalized career roadmap