Solutions Engineer - Enterprise Partners

Location: Tokyo; Kuala Lumpur Workplace: remote ABOUT YOU As a Solutions Engineer, you are the technical point of contact for our strategic enterprise partners. You'll be the person a partner trusts to answer a hard API question on a live call, the person who diagnoses why a payment token request is returning an empty-cart error, and the person who makes sure a major launch is technically ready before the traffic hits.   This is a hands-on, partner-facing engineering role. You'll spend your time troubleshooting real integration problems, reproducing and routing defects, and protecting our development teams from being pulled off their roadmaps for questions you can answer or resolve yourself. You'll work closely with Customer Success, Tech Leads, Directors of Engineering, Product Owners, and QA — and you'll be the connective tissue that keeps all of them in sync on behalf of the partner. ABOUT US Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game. For more information, visit xsolla.com. What You'll Do Customer-facing technical support Serve as the technical liaison for strategic enterprise partners during the post-sales relationship. Join partner calls to answer technical questions in real time and resolve concerns on the spot. Respond to technical inquiries quickly (target: within 30 minutes during coverage hours) so partners are never left waiting. Shield engineering teams from non-technical and routine technical interruptions, escalating to Tech Leads and Directors of Engineering only when a question genuinely requires deep platform expertise. Ticket and bug management Create, own, and drive Xsolla Service Desk tickets to resolution — acting as both reporter and assignee on the issues you handle. Triage incoming issues: handle technical questions directly, route non-technical ones to Customer Success, and assign complex defects to the right engineering owner. Troubleshoot and fix minor bugs yourself when feasible, following proper code review and deployment processes. For complex bugs and new feature requests, capture clean requirements and escalate to the Tech Lead with the context engineering needs to act. For live production-impacting issues, drive to root cause and confirmed fix — convening the on-call team in a live session when necessary. Launch readiness Create and manage Partner Launch Event tickets for partner sales and launches. Validate technical launch requirements with the partner and assign preparation subtasks to the relevant engineering teams. Support Product Owners and Directors of Engineering in building a plan to staff and monitor live launch events. Continuously improve the Partner Launch Event process alongside Customer Success and engineering stakeholders. Process and platform stewardship Follow engineering and deployment processes carefully to avoid introducing regressions. Maintain the access you need to do the job: code repositories, logs, internal troubleshooting and testing tools, and dev environments. Communicate regularly with Tech Leads and Directors of Engineering on request resolution and bug-fix timelines. Bring structure to how defects and feature requests are reported, reducing back-and-forth and giving partners and engineers a clearer shared picture. What Your Day Actually Looks Like To make the scope concrete, here are the kinds of problems you'd be handling: A partner reports an "empty cart" error when calling the create-payment-token endpoint — you read the API docs, check their catalog and SKU configuration, identify the validation failure, and walk them through the fix. A partner's engineer raises a sharp question about whether 64-bit integer IDs in JSON webhooks could lose precision at scale — you give a technically credible answer and propose a forward-looking path. A webhook stops firing on a partner's store — you audit the webhook settings, confirm what's configurable via Admin API versus what needs an internal change, and coordinate the escalation. A major partner is launching a seasonal event — you create the launch event ticket, validate readiness, line up the engineering subtasks, and stay close during the event. You spot a recurring pattern of partner requests that creates operational risk, and you write it up clearly for leadership so the organization can get ahead of it. What We're Looking For Required Strong working knowledge of REST APIs, JSON, and webhooks — you can read documentation, construct and interpret requests/responses, and reason about payload structure and edge cases. Hands-on debugging and troubleshooting ability: reproducing issues, reading logs, and isolating root cause versus symptom. The judgment to know when to fix something yourself and when to escalate — and the discipline to route issues to the right owner with clean context. Excellent partner-facing communication: you can explain technical concepts clearly to both technical and non-technical audiences, and you stay calm and credible during production incidents. Comfort working in a ticketing/issue-tracking workflow (e.g., Jira) and following defined engineering and deployment processes. Ownership mentality — you drive problems to resolution rather than logging them and handing off. Experience in video game commerce, payments, e-commerce, or fintech platforms. Preferred / Nice to Have Familiarity with storefront, catalog/SKU, and monetization systems, or prior experience integrating with a platform like Xsolla. A coding background sufficient to make small fixes and understand engineering trade-offs. Experience supporting enterprise or strategic accounts in a post-sales technical capacity (Solutions Engineering, Technical Account Management, Integration Engineering, or Developer Support). Experience operating in an on-call or incident-response rotation. What Success Looks Like Partners view you as their trusted technical point of contact and resolve issues with you rather than escalating around you. Technical questions are answered fast, and engineering teams stay focused because routine and intermediate issues stop with you. Defects and feature requests reach engineering well-scoped, reducing back-and-forth and rework. Launches are technically validated ahead of time and supported through go-live. Production incidents reach confirmed root cause and fix, with clear ownership. The duties and responsibilities of this position may evolve over time to support the organization's goals and individual growth. This job description is intended to outline the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. By submitting your application, you consent to Xsolla conducting background checks, where permitted by law, after the final interview stage. All checks will comply with local regulations, and your information will be handled confidentially.Xsolla takes your privacy seriously and will not sell or externally distribute any personal data received during the hiring process. In accordance with applicable data protection laws including the Act on the Protection of Personal Information (APPI), Xsolla is committed to protecting your personal information and respecting your privacy. For any inquiries related to data privacy, please contact: careers@xsolla.com For more vacancies: Careers | Xsolla