Xsolla

Technical Operations Support Engineer

Xsolla

full-time

Posted on:

Location Type: Hybrid

Location: Baku • 🇦🇿 Azerbaijan

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Job Level

JuniorMid-Level

Tech Stack

AWSAzureCloudDNSFirewallsGoogle Cloud PlatformGrafanaPythonSplunkSQL

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Monitor dashboards across all layers (Datadog, Grafana, CloudWatch, etc.).
  • Investigate alerts and correlate data across systems.
  • Recommend improvements to logs, metrics, and observability.
  • 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.

Requirements

  • 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).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingAPI behaviorlog parsingbasic automationscriptingPythonBashSQLcloud infrastructureN-tier platforms
Soft skills
documentationcollaborationproblem managementincident managementcommunicationanalytical skillscustomer supportattention to detailorganizational skillscritical thinking