Solutions Engineer - Enterprise Partners

Xsolla Inc.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Xsolla is a global payments and commerce platform for games. This Solutions Engineer role is a hands-on, partner-facing position, serving as the technical contact for strategic enterprise partners and ensuring launches are technically ready before go-live.

You will troubleshoot real integration problems, reproduce defects, and coordinate with Customer Success, Tech Leads, Directors of Engineering, Product Owners, and QA to keep partners in sync.

Qualifications

• Strong working knowledge of REST APIs, JSON, and webhooks.
• Hands-on debugging and troubleshooting ability.
• Good judgment to know when to fix or escalate.
• Excellent partner-facing communication.
• Experience in ticketing workflows (e.g., Jira).
• Ownership mentality and focus on resolution.
• Experience in video game commerce, payments, or fintech platforms.

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 so partners are never left waiting.
• Shield engineering teams from non-technical interruptions and escalate as needed.
• Create and manage Partner Launch Event tickets and coordinate prep tasks.
• Follow engineering/deployment processes to avoid regressions.

Skills

REST APIs

JSON

Webhooks

Debugging

Jira

Partner communication

Incident response

Tools

Jira

Job description

ABOUT YOU

As a Solutions Engineer, you are the technical point of contact for our strategic enterprise partners. You'll be the person a partner trusts to answer a hard API question on a live call, the person who diagnoses why a payment token request is returning an empty-cart error, and the person who makes sure a major launch is technically ready before the traffic hits.

This is a hands-on, partner-facing engineering role. You'll spend your time troubleshooting real integration problems, reproducing and routing defects, and protecting our development teams from being pulled off their roadmaps for questions you can answer or resolve yourself. You'll work closely with Customer Success, Tech Leads, Directors of Engineering, Product Owners, and QA — and you'll be the connective tissue that keeps all of them in sync on behalf of the partner.

ABOUT US

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.

What You'll Do

Customer-facing technical support

• Serve as the technical liaison for strategic enterprise partners during the post-salesrelationship.
• Join partner calls to answer technical questions in real time and resolve concerns onthe spot.
• Respond to technical inquiries quickly (target: within 30 minutes during coveragehours) 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 questiongenuinely requires deep platform expertise.

Ticket and bug management

• Create, own, and drive Xsolla Service Desk tickets to resolution — acting as bothreporter and assignee on the issues you handle.
• Triage incoming issues: handle technical questions directly, route non-technical onesto Customer Success, and assign complex defects to the right engineering owner.
• Troubleshoot and fix minor bugs yourself when feasible, following proper code reviewand deployment processes.
• For complex bugs and new feature requests, capture clean requirements and escalateto the Tech Lead with the context engineering needs to act.
• For live production-impacting issues, drive to root cause and confirmed fix —convening the on-call team in a live session when necessary.

Launch readiness

• Create and manage Partner Launch Event tickets for partner sales and launches.
• Validate technical launch requirements with the partner and assign preparationsubtasks to the relevant engineering teams.
• Support Product Owners and Directors of Engineering in building a plan to staff andmonitor live launch events.
• Continuously improve the Partner Launch Event process alongside Customer Successand engineering stakeholders.

Process and platform stewardship

• Follow engineering and deployment processes carefully to avoid introducingregressions.
• Maintain the access you need to do the job: code repositories, logs, internaltroubleshooting and testing tools, and dev environments.
• Communicate regularly with Tech Leads and Directors of Engineering on requestresolution and bug-fix timelines.
• Bring structure to how defects and feature requests are reported, reducing back-and-forth and giving partners and engineers a clearer shared picture.

What Your Day Actually Looks Like

• A partner reports an "empty cart" error when calling the create-payment-tokenendpoint — you read the API docs, check their catalog and SKU configuration, identifythe validation failure, and walk them through the fix.
• A partner's engineer raises a sharp question about whether 64-bit integer IDs in JSONwebhooks could lose precision at scale — you give a technically credible answer andpropose a forward-looking path.
• A webhook stops firing on a partner's store — you audit the webhook settings, confirmwhat's configurable via Admin API versus what needs an internal change, andcoordinate the escalation.
• A major partner is launching a seasonal event — you create the launch event ticket,validate readiness, line up the engineering subtasks, and stay close during the event.
• You spot a recurring pattern of partner requests that creates operational risk, and youwrite it up clearly for leadership so the organization can get ahead of it.

What We're Looking For

Required

• Strong working knowledge of REST APIs, JSON, and webhooks — you can readdocumentation, construct and interpret requests/responses, and reason about payloadstructure 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 escape — andthe discipline to route issues to the right owner with clean context.
• Excellent partner-facing communication: you can explain technical concepts clearlyto both technical and non-technical audiences, and you stay calm and credible duringproduction incidents.
• Comfort working in a ticketing/issue-tracking workflow (e.g., Jira) and followingdefined engineering and deployment processes.
• Ownership mentality — you drive problems to resolution rather than logging themand handing off.
• Experience in video game commerce, payments, e-commerce, or fintech platforms.

Preferred / Nice to Have

• Familiarity with storefront, catalog/SKU, and monetization systems, or priorexperience integrating with a platform like Xsolla.
• A coding background sufficient to make small fixes and understand engineeringtrade-offs.
• Experience supporting enterprise or strategic accounts in a post-sales technicalcapacity (Solutions Engineering, Technical Account Management, IntegrationEngineering, or Developer Support).
• Experience operating in an on-call or incident-response rotation.

What Success Looks Like

• Partners view you as their trusted technical point of contact and resolve issues withyou rather than escalating around you.
• Technical questions are answered fast, and engineering teams stay focused becauseroutine and intermediate issues stop with you.
• Defects and feature requests reach engineering well-scoped, reducing back-and-forthand rework.
• Launches are technically validated ahead of time and supported through go-live.
• Production incidents reach confirmed root cause and fix, with clear ownership.

For more vacancies: Careers | Xsolla