About the company
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.
Responsibilities
- 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)
- Shield engineering teams from non-technical and routine technical interruptions
- Create, own, and drive Xsolla Service Desk tickets to resolution
- 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
- For complex bugs and new feature requests, capture clean requirements and escalate to the Tech Lead
- For live production-impacting issues, drive to root cause and confirmed fix
- Create and manage Partner Launch Event tickets for partner sales and launches
- Validate technical launch requirements with the partner
- Support Product Owners and Directors of Engineering in building a plan to staff and monitor live launch events
- Follow engineering and deployment processes carefully
- Maintain access to code repositories, logs, internal troubleshooting and testing tools, and dev environments
- Communicate regularly with Tech Leads and Directors of Engineering
Requirements
- Strong working knowledge of REST APIs, JSON, and webhooks
- 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
- Excellent partner-facing communication
- Comfort working in a ticketing/issue-tracking workflow (e.g., Jira)
- Ownership mentality
- Experience in video games
Conditions