4 hours ago
Tokyo, Japan or Kuala Lumpur, MalaysiaMid Level
Responsibilities
- Serve as the technical liaison for strategic enterprise partners during post-sales engagements.
- Answer technical questions, troubleshoot integrations, reproduce issues, and resolve minor bugs when feasible.
- Create, own, triage, and drive service desk tickets, defects, and feature requests to resolution.
- Diagnose production-impacting issues, coordinate on-call teams, and drive incidents to confirmed root cause and fix.
- Validate partner technical launch requirements, coordinate engineering preparation tasks, and support live launches.
- Improve defect-reporting and partner launch processes while coordinating with Customer Success, Product, QA, and Engineering.
Requirements
- Strong working knowledge of REST APIs, JSON, and webhooks, including interpreting requests, responses, payloads, and edge cases.
- Hands-on debugging and troubleshooting ability, including reproducing issues, reading logs, and isolating root causes.
- Clear partner-facing communication with both technical and non-technical audiences, including during production incidents.
- Comfort with ticketing and issue-tracking workflows such as Jira and with defined engineering and deployment processes.
- Experience in video game commerce, payments, e-commerce, or fintech platforms.
- Familiarity with storefront, catalog/SKU, and monetization systems or platforms like Xsolla is preferred.
- Coding experience sufficient to make small fixes and understand engineering trade-offs is preferred.
- Experience supporting enterprise or strategic accounts in a post-sales technical capacity and experience with on-call or incident-response rotations are preferred.
Categories
Solutions Engineering
About Xsolla
Xsolla builds commerce and monetization infrastructure for video games, offering payment processing, merchant-of-record services, storefronts, subscriptions, and anti-fraud tools for developers and publishers. The privately held company, founded in 2005 and headquartered in Sherman Oaks, California, supports direct-to-consumer sales and global tax/compliance across many regions and payment methods. Its platform targets studios from indie to AAA and powers distribution, marketing, and in-game purchases.