Solutions Engineer - Enterprise Partners

📋 Description

• 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, escalating to Tech
• Create, own, and drive Xsolla Service Desk tickets to resolution — acting as both reporter and
• Triage incoming issues: handle technical questions directly, route non-technical ones to Customer

🎯 Requirements

• Strong working knowledge of REST APIs, JSON, and webhooks — ability to read documentation
• Hands-on debugging and troubleshooting ability: reproducing issues, reading logs, and isolating
• Judgment to know when to fix something yourself and when to escalate, with discipline to route
• Excellent partner-facing communication: explain technical concepts clearly to technical and
• Comfort working in a ticketing/issue-tracking workflow (e.g., Jira) and following defined
• Ownership mentality — drive problems to resolution rather than logging and handing off.

🎁 Benefits

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