Technical Operations Support Engineer at Xsolla

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. RESPONSIBILITIES • Application Operations & Support (Primary Focus) • Troubleshoot issues across core apps, backend workflows, APIs, auth flows, and integrations. • Review transaction logs, event logs, and API payloads to diagnose failures or workflow anomalies. • Build deep expertise in application behavior, configuration, and customer workflows. • Support release readiness and feature/integration validation. • Infrastructure & Network Support (Secondary) • Assist with troubleshooting compute, containers, storage, permissions, and service health. • Support network-related issues involving DNS, firewalls, load balancers, routing, and partner connectivity. • Collaborate with Infra/Network teams on cross-layer incidents. • Review infra/network logs and metrics for cross-layer analysis. • Incident Management • Participate in triage across application, infra, and network layers. • Provide insights using logs, metrics, API behavior, and infra indicators. • Update service status and internal comms during incidents. • Document timelines, contributing factors, and impacts. • Problem Management & RCA • Identify recurring cross-layer issues. • Contribute to RCAs with log evidence and technical analysis. • Document corrective/preventive actions. • Update runbooks, monitoring rules, and operational processes. • Runbooks, Documentation & Service Pages • Maintain runbooks for app workflows, integrations, infra dependencies, and network pathways. • Keep Service Pages and service catalogs accurate and updated. • Build playbooks for common operational scenarios. • Monitoring & Observability • Monitor dashboards across all layers (Datadog, Grafana, CloudWatch, etc.). • Investigate alerts and correlate data across systems. • Recommend improvements to logs, metrics, and observability. • Customer & Partner Operational Support • Collaborate with Support/Success teams to resolve customer-facing app, infra, or network issues. • Validate customer reports using logs, traces, and workflow diagnostics. • Provide clear explanations of underlying operational issues. REQUIEREMENTS • 2–3 years of experience supporting N-tier or SaaS platforms across application, infrastructure, and network layers. • Strong troubleshooting skills for applications, APIs, logs, workflows, and integrations. • Working knowledge of cloud infrastructure concepts (AWS/GCP/Azure), containers, service health, and resource monitoring. • Solid understanding of network fundamentals including DNS, firewalls, routing, load balancers, and connectivity flows. • Experience participating in incident management, problem management, and root cause analysis processes. • Strong documentation abilities for runbooks, SOPs, service catalogs, and service pages. • Hands-on experience with observability and monitoring tools: Datadog, Grafana, Splunk, Sentry, Kibana, or similar. • Familiarity with major cloud platforms (AWS, GCP, Azure) and their operational components. • Scripting or query capabilities for log parsing and basic automation (Python, Bash, SQL, Postman). 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, Xsolla is committed to protecting your personal information and respecting your privacy. For any inquiries related to data privacy, please contact: [Upgrade to PRO to see contact] Explore more opportunities at: [Upgrade to PRO to see link]