Solutions Engineer - Enterprise Partners at Xsolla in Tokyo

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-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. Ticket and bug management 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. For complex bugs and new feature requests, capture clean requirements and escalate to 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 preparation subtasks to the relevant engineering teams. Support Product Owners and Directors of Engineering in building a plan to staff and monitor live launch events. Continuously improve the Partner Launch Event process alongside Customer Success and engineering stakeholders. Process and platform stewardship Follow engineering and deployment processes carefully to avoid introducing regressions. Maintain the access you need to do the job: code repositories, logs, internal troubleshooting and testing tools, and dev environments. Communicate regularly with Tech Leads and Directors of Engineering on request resolution 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 To make the scope concrete, here are the kinds of problems you'd be handl