Solutions Engineer Enterprise Partners
Xsolla is a global video game commerce company providing payment processing, merchant-of-record services, monetization, publishing, distribution, fraud prevention, tax management, and direct-to-consumer tools. Its primary clients are video game developers, publishers, payment providers, creators, and players.
Projects
About Xsolla
Xsolla provides tools and services for launching, promoting, selling, and monetizing video games across mobile, PC, web, and other platforms. Its offerings include global payments, Pay Station, Web Shop, Buy Button, SDKs, APIs, authentication, subscriptions, virtual goods, game keys, game distribution, cloud gaming, anti-fraud, tax compliance, player support, analytics, LiveOps, creator campaigns, loyalty, rewards, and publishing tools. Xsolla serves game developers and publishers worldwide, as well as payment providers and gamers.
Skills
About the Role
You will serve as the technical liaison for strategic enterprise partners after the sale. You will troubleshoot integration issues, manage tickets and defects, coordinate escalations, validate technical launch requirements, and support live production incidents through root cause and confirmed fixes. You will communicate technical concepts to partners and internal stakeholders, follow engineering and deployment processes, and improve how defects and feature requests are reported.
Requirements
- Strong working knowledge of REST APIs, JSON, and webhooks.
- Hands-on debugging and troubleshooting ability, including reproducing issues, reading logs, and isolating root causes.
- Judgment to determine when to resolve issues independently and when to escalate.
- Ability to explain technical concepts clearly to technical and non-technical audiences during production incidents.
- Comfort with ticketing and issue-tracking workflows such as Jira and defined engineering and deployment processes.
- Experience in video game commerce, payments, e-commerce, or fintech platforms.
- Availability to work Pacific hours is preferred.
- Familiarity with storefront, catalog/SKU, and monetization systems is preferred.
- A coding background sufficient to make small fixes and understand engineering trade-offs is preferred.
- Experience supporting enterprise or strategic accounts in a post-sales technical capacity is preferred.
- Experience in an on-call or incident-response rotation is preferred.
Responsibilities
- Serve as the technical liaison for strategic enterprise partners during the post-sales relationship.
- Join partner calls to answer technical questions and resolve concerns.
- Respond promptly to technical inquiries during coverage hours.
- Shield engineering teams from routine interruptions and escalate issues requiring deep platform expertise.
- Create, own, and drive Xsolla Service Desk tickets to resolution.
- Triage incoming issues and route them to Customer Success or engineering owners as appropriate.
- Troubleshoot and fix minor bugs when feasible, following code review and deployment processes.
- Capture requirements for complex bugs and feature requests and escalate them to the Tech Lead.
- Drive production-impacting issues to root cause and confirmed fix, convening the on-call team when necessary.
- Create and manage Partner Launch Event tickets.
- Validate technical launch requirements and assign preparation subtasks to engineering teams.
- Support launch-event staffing and monitoring plans.
- Improve the Partner Launch Event process with Customer Success and engineering stakeholders.
- Follow engineering and deployment processes to avoid regressions.
- Maintain access to code repositories, logs, troubleshooting and testing tools, and development environments.
- Communicate request-resolution and bug-fix timelines to Tech Leads and Directors of Engineering.
- Structure defect and feature-request reporting to reduce back-and-forth.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
