Solutions Engineer — Enterprise Partners

Xsolla is a global video game commerce company. We give game developers and publishers the payment, storefront, and monetization infrastructure they need to sell their games and in-game content worldwide — through products like Pay Station, Shop Builder, Site Builder, Login, and the Publisher Account. Our partners range from indie studios to the largest publishers in the industry, and when their stores go live, the experience has to work flawlessly.

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.
• We welcome candidates across Canada; preference for those available to work Pacific hours (PT).
Preferred / Nice to Have
• Experience in video game commerce, payments, e-commerce, or fintech platforms.
• 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.