Solutions Engineer – Enterprise Partners

This is a fully remote position, open to applicants in Japan, +1 more country.

📋 Description

• Act as the technical liaison for key enterprise partners throughout post-sales engagements.

• Participate in partner calls to address technical inquiries in real-time and alleviate concerns.

• Address technical questions within a target response time of 30 minutes during coverage hours.

• Protect engineering teams from routine technical disruptions and escalate complex inquiries as necessary.

• Create, manage, and drive Xsolla Service Desk tickets to resolution.

• Triage incoming issues and direct technical, non-technical, and complex defect matters to the appropriate stakeholders.

• Diagnose and resolve minor bugs when possible, adhering to code review and deployment protocols.

• Gather requirements and escalate intricate bugs and feature requests with adequate engineering context.

• Lead efforts to identify root causes and confirm fixes for live production-impacting issues.

• Generate and oversee Partner Launch Event tickets.

• Validate technical launch prerequisites and assign preparatory tasks to relevant engineering teams.

• Assist in the planning and oversight of live launch events.

• Enhance the Partner Launch Event process in collaboration with Customer Success and engineering stakeholders.

• Maintain access to code repositories, logs, troubleshooting and testing tools, and development environments.

• Communicate with Tech Leads and Engineering Directors regarding request resolutions and bug-fix timelines.

• Enhance defect and feature-request reporting to minimize unnecessary exchanges.

• Serve as a reliable technical point of contact, ensuring alignment among partners, Customer Success, engineering, Product Owners, and QA.

⛳️ Requirements

• Proficient understanding of REST APIs, JSON, and webhooks.

• Capability to read documentation, construct and interpret requests/responses, and analyze payload structure and edge cases.

• Practical debugging and troubleshooting skills, including issue reproduction, log analysis, and distinguishing between root causes and symptoms.

• Discretion to decide when to independently resolve issues and when to escalate.

• Excellent communication skills with partners, catering to both technical and non-technical audiences.

• Ability to remain composed and credible during production incidents.

• Familiarity with ticketing and issue-tracking systems such as Jira.

• Capacity to adhere to established engineering and deployment procedures.

• Ownership mentality with a focus on driving issues to resolution.

• Experience in video game commerce, payments, e-commerce, or fintech platforms.

• Knowledge of storefront, catalog/SKU, and monetization systems, or prior experience integrating with a platform like Xsolla (preferred).

• Coding skills adequate for implementing minor fixes and understanding engineering trade-offs (preferred).

• Experience providing support to enterprise or strategic accounts in a post-sales technical role (preferred).

• Background in on-call or incident-response rotations (preferred).

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.