Solutions Engineer - Enterprise Partners
Tokyo · Kuala Lumpur · Full-time · Remote · Posted Oct 6, 2026
At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Tokyo · Kuala Lumpur
About Xsolla
- 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.
- 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
- Customer-facing technical support
- - Serve as the technical liaison for strategic enterprise partners during the post-sales relationship.
About the role
- As a Solutions Engineer, you are the technical point of contact for our strategic enterprise partners.
- This is a hands-on, partner-facing engineering role where you will troubleshoot real integration problems, reproduce and routing defects, and protect development teams.
- You'll work closely with Customer Success, Tech Leads, Directors of Engineering, Product Owners, and QA.
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) 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.
- 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.
- 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.
- Communicate regularly with Tech Leads and Directors of Engineering on request resolution and bug-fix timelines.
Requirements
- 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 qualifications
- 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.
Skills
- REST APIs
- JSON
- Webhooks
- Jira
- Admin API
