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Solutions Engineer — Enterprise Partners

3 weeks, 4 days ago
Canada
Full-time
Mid Level
Solutions Engineer
Customer and Technical Support
JIRA JSON REST API
Apply Now
Xsolla

Xsolla

Xsolla is an international payment solution provider for online games, offering tools to launch, monetize, and scale games worldwide with local payment methods and fraud prevention.

Internet Software & Services
251-1K
Founded 2005
View All Jobs 87

Description

  • 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 during coverage hours and keep partners informed.
  • Triage incoming issues, route non-technical requests to Customer Success, and assign complex defects to the correct engineering owner.
  • Create, own, and drive Service Desk tickets to resolution as both reporter and assignee.
  • Troubleshoot and fix minor bugs when feasible, following code review and deployment processes.
  • Capture clear requirements for complex bugs and feature requests and escalate them with the context engineering needs.
  • Drive live production issues to root cause and confirmed fix, including convening the on-call team when needed.
  • Create and manage Partner Launch Event tickets, validate technical launch requirements, and coordinate preparation subtasks.
  • Support Product Owners and Directors of Engineering in planning and monitoring live launch events.
  • Maintain access to code repositories, logs, internal troubleshooting tools, testing tools, and dev environments.
  • Communicate regularly with engineering leadership on request resolution, bug-fix timelines, and recurring partner issues.

Requirements

  • Strong working knowledge of REST APIs, JSON, and webhooks.
  • Hands-on debugging and troubleshooting ability, including reproducing issues, reading logs, and isolating root cause.
  • Judgment to know when to fix an issue yourself and when to escalate it with clean context.
  • Excellent partner-facing communication skills for both technical and non-technical audiences.
  • Comfort working in a ticketing or issue-tracking workflow such as Jira.
  • Ownership mentality and ability to drive problems to resolution.
  • Candidates must be available to work in Canada; preference for Pacific Time coverage.
  • Experience in video game commerce, payments, e-commerce, or fintech platforms is preferred.
  • Familiarity with storefront, catalog/SKU, and monetization systems, or prior experience integrating with a platform like Xsolla, 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 role such as Solutions Engineering, Technical Account Management, Integration Engineering, or Developer Support is preferred.
  • Experience in an on-call or incident-response rotation is preferred.

Benefits

  • $100,000 - $125,000 annual salary.
  • Medical, dental, and vision coverage.
  • PTO.
  • Personalized career roadmap for each employee.
  • Professional development through training and educational opportunities.
  • Supportive environment focused on employees' physical, mental, and emotional well-being.
  • Equal opportunity and inclusive workplace environment.

Interested in this position?

Apply directly on the company website

Apply Now

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