Full-Time
Technical Service Operations Lead (TSO Lead)
Xsolla
501-1,000 employees
Global payment solutions for video games
Compensation Overview
CA$120k - CA$150k/yr
Remote in Canada
Remote
 DevOps & Infrastructure (1) |
|---|
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- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability, high-transaction systems.
- Experience in the gaming industry is required.
- Proven incident management experience — coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure.
- Excellent written and verbal communication skills in English — ability to draft clear, concise executive updates at 3 AM under pressure, facilitate blameless Post-Incident Reviews, present operational metrics to senior leadership, and communicate incident status to customers and partners with clarity and professionalism.
- Strong ITIL foundation — understanding of incident, problem, and change management lifecycles with practical experience implementing or operating ITIL-aligned workflows.
- Technical depth across the observability stack — ability to read and interpret logs, traces, and metrics in Datadog (or equivalent: Grafana, Splunk, New Relic). Understanding of APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
- Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
- Analytical mindset — ability to identify trends, patterns, and recurring issues from incident data and translate them into actionable recommendations for product and engineering teams.
- Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured, reported, and improved.
- Experience with or strong interest in AI/ML-assisted operations: anomaly detection, alert correlation, predictive alerting, automated remediation, or self-healing automation.
- Comfort with 24x7 shift-based operations as part of a follow-the-sun model with handoff overlaps. Weekend on-call (rotating) for critical severities is required.
- Serve as Incident Commander for major incidents — coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring incidents are resolved within SLA targets.
- Own all incident communications: draft and send clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and manage customer-facing status page updates (status.xsolla.com).
- Facilitate blameless Post-Incident Reviews (PIRs) for major incidents — leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking them to closure.
- During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.
- Enforce the incident management framework across the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates.
- Oversee and mentor the Operations Engineer on your shift — coaching on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions to build depth across the service portfolio.
- Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rate, and repeat incident analysis.
- Audit service catalogue completeness on a regular cadence and govern JIRA Service Management workflows for incident, PIR, and problem management.
- Cover for the Operations Engineer role during absences, breaks, or surge incidents. Participate in weekend on-call rotation for major incidents.
- Experience with customer/partner-facing incident communications and status page management.
- JIRA Service Management administration experience: workflows, SLA timers, automation rules, queues, and permissions.
- Familiarity with Datadog Service Catalog, scorecards, and SLOs — especially burn-rate alerts and multi-window SLOs.
- Experience building an operations function from scratch — defining processes, writing runbooks, establishing governance cadences.
- Background in Kubernetes, cloud infrastructure (GCP preferred), microservices architecture, or distributed systems.
- ITIL certification (Foundation or higher) is a plus but not required.
Xsolla provides payments and monetization tools for video game developers and publishers. It processes payments, detects fraud, and offers gamified monetization options that can be integrated into games across many currencies and languages. Its global reach (200+ countries, 130+ currencies, 20+ languages) and game-focused tools with a single integration point set it apart from broader payment providers. Its goal is to help developers earn revenue while removing barriers to access and keeping players engaged and secure.
Company Size
501-1,000
Company Stage
N/A
Total Funding
$73M
Headquarters
Los Angeles, California
Founded
2005
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Simplify's Take
What believers are saying
- August 2026 AI Toolkit launch gives Xsolla fresh developer mindshare around AI-assisted commerce.
- May 2026 Skich partnership expands Xsolla into alternative mobile storefront monetization.
- March 2026 and May 2026 launches broaden local payments, reseller channels, and analytics integration.
What critics are saying
- Aghanim litigation still dragged through July 2026, exposing trade-secret and counterparty conflict risk.
- Bloomberg-reported executive lawsuits over cash handling still poison trust with publishers and investors.
- Steam, app stores, and alternative storefronts can commoditize web-shop tooling, crushing pricing power.
What makes Xsolla unique
- Xsolla owns merchant-of-record rails across 200+ geographies and 1,000+ payment methods.
- Its AI Toolkit and CLI compress web-shop integration from weeks to a single session.
- Xsolla bundles payments, login, catalog, and reseller distribution into one gaming-commerce stack.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
Professional Development Budget
Company News
Xsolla has added command-line interface (CLI) support to its AI Toolkit, enabling game developers to set up a working web shop in one session. The CLI automates account creation, API credential generation, and webhook configuration from the command line, whilst the AI Toolkit guides developers through API integration within their existing AI coding tools like Claude Code and Cursor. The free toolkit validates integration paths for login, catalogue, and payments, aiming to reduce debugging rounds. It is designed for studios of all sizes, from solo developers to large teams. Xsolla, which supports over 70% of the top 100 highest-grossing games, will demonstrate the complete workflow at gamescom 2026.
Xsolla launches AI Toolkit, enabling engine-agnostic game commerce setup with AI coding tools. Game Developers Can Now Build A Fully Functional Shop On The First AI-Assisted Attempt, With Validation Built In August 4, 2026 [This unedited press release is made available courtesy of Game Developer and its partnership with notable game PR-related resource Games Press] LOS ANGELES - AUGUST 4, 2026 Xsolla, a leading global video game commerce company, today launched Xsolla AI Toolkit, a collection of agent skills that encode correct Xsolla API integration paths directly into the AI coding tools developers already use, enabling accurate integrations on the first AI-assisted attempt. With Xsolla AI Toolkit, developers can now go from zero to a headless web shop in a single afternoon. The AI Toolkit changes how developers integrate game commerce. Headless web shops let publishers build and host their shop's frontend, giving them full control over the customization surface while relying on Xsolla's payment, catalog, and login technology. As AI coding assistants become central to game development, a common failure point has emerged: these tools generate syntactically correct code without understanding platform-specific integration constraints, often lacking the context needed to produce reliable, production-ready implementations. For commerce systems, the gap routinely results in broken implementations, production failures, and lengthy debugging cycles consuming sprint capacity. Xsolla AI Toolkit removes the translation layer between raw API documentation and correct AI-generated code, embedding validated, production-ready integration logic directly into the tools developers work in every day. Available now as SKILL.md files in a public GitHub repository (xsolla/xsolla-ai-kit) and as plugins in AI tool marketplaces, including Claude Code, Cursor (coming soon), GitHub Copilot, and Codex CLI, the Toolkit covers login, payments, catalog, and merchant setup. The AI Toolkit launches with four skill areas that enable a fully featured web shop, each delivering a complete, validated integration path: * Merchant setup: Creation of a new Xsolla Publisher Account, obtaining API credentials so that your LLM can interact with Xsolla tools * Login: Full login flow setup via Xsolla's Login API, covering the complete path, not just the happy path * Catalog: Product catalog management and display, with correct API usage patterns enforced throughout * Payments: Payment processing, full Merchant of Record capabilities, and web shop configuration, taking developers from setup to a working storefront Each skill area ships with embedded validation logic verifying integration behavior end-to-end, not just with isolated API calls, confirming the systems work under real-world conditions before deployment. The result is a measurable shift in time-to-integration: work which previously took weeks of reading documentation and debugging AI-generated code becomes an hours-long, guided build, with fewer errors and less rework. And because the skills are maintained by the teams building the APIs, they can stay current as Xsolla evolves. Installation is lightweight and developer-driven: teams install the relevant plugin into a supported AI coding environment and begin using the skills alongside existing projects immediately, with no additional setup required. "Developers using AI coding tools to integrate Xsolla have been hitting the same wall: the AI generates code that looks right but fails in production," said Chris Hewish, President of Xsolla. "Xsolla AI Toolkit removes that wall. We've encoded Xsolla's correct integration paths directly into the tools developers already use every day, so the first attempt is the right attempt, with validation built in." Xsolla AI Toolkit is built for studios of every size, from solo developers launching their first web shop to large teams managing multiple complex integrations. It serves developers who use AI coding tools as a core part of their workflow and have an Xsolla merchant setup, login, payments, catalog, and integration on their near-term roadmap. The launch reflects Xsolla's broader mission to reduce friction across the entire game commerce value chain. By meeting developers inside the AI tools they already use, Xsolla applies the same philosophy it brings to every partner: remove barriers, enable independence, and give every studio the tools to build and ship faster. Looking ahead, Xsolla AI Toolkit will pair with the Xsolla CLI to demonstrate a fully AI-assisted path from first prompt to live storefront in a single session, with the CLI handling merchant setup, including project configuration, API keys, and webhooks, while the AI Toolkit guides the integration itself. About Xsolla Xsolla is a global commerce company that builds and provides all the things developers need to launch, grow, and monetize video games. Headquartered in Los Angeles, California, the company supports studios of every size, from indie to AAA, with solutions across direct-to-consumer commerce, intelligent payments, entertainment-based IP, and player engagement products. Xsolla helps developers fund, distribute, market, and monetize their games at scale. Trusted by more than 70% of the top 100 highest-grossing games, Xsolla operates as the Merchant of Record across 200+ geographies with access to over 1,000+ local payment methods worldwide. Grounded in a deep belief in the future of gaming, Xsolla is resolute in bringing opportunities together and unlocking growth for creators everywhere. Media Contact Derrick Stembridge Vice President of Global Public Relations, Xsolla
Xsolla has partnered with Pley to enable mobile game developers to bring titles to PC and mobile browsers whilst accessing Xsolla's payment infrastructure across 700+ payment methods in 200+ geographies. The integration addresses a revenue gap in markets like Brazil, Poland, the Philippines and Mexico, where dominant local payment methods have limited app store integration. Using Pley's Unity-native SDK, mobile studios can port games to browsers in weeks, with support for 98%+ of desktop browsers. Xsolla's payment infrastructure is available immediately upon integration, eliminating market-by-market negotiations with payment providers. Studios using both channels report multi-platform players showing 2.5 times higher playtime and 50% reduction in player acquisition costs. The combined offering covers porting, multi-channel distribution, direct-to-consumer commerce and player engagement tools.
Xsolla expands presence in private capital markets at SuperReturn International 2026. Xsolla, a global leader in video game commerce, recently announced its participation in SuperReturn International 2026, taking place June 8-12 at the InterContinental Berlin. Uniting more than 6,000 senior attendees, including 2,000+ LPs and 3,000 GPs, SuperReturn International is widely recognized as the capital of private capital with the best investment opportunities globally. The video game industry has matured into one of the largest and most resilient segments of the global entertainment economy, outpacing film and music combined, driving continuous growth through shifting market cycles. Yet the infrastructure powering how games are sold, monetized, and distributed worldwide remains under-examined by much of the institutional investment community. Xsolla's presence at SuperReturn International reflects a broader moment: the convergence of a multi-hundred-billion-dollar entertainment sector with the kind of recurring-revenue, globally-scalable commerce infrastructure that private capital has long sought in other industries. Xsolla's participation is oriented around advancing meaningful conversations: exploring high-value deal opportunities, building and deepening strategic partnerships, and strengthening brand recognition among a global financial audience through precise messaging and direct engagement. The company arrives in Berlin positioned not simply as a games company, but as a commerce infrastructure provider operating at the intersection of payments, distribution, and direct-to-consumer monetization across one of the world's fastest-evolving digital markets. "Private capital and video game commerce are more intertwined than many in the investment community realize," said Dmitri Bourkovski, Chief Investment Officer at Xsolla. "SuperReturn brings together exactly the caliber of investor and decision-maker we want to be in the room with, and we're coming to Berlin ready to have serious conversations about what Xsolla represents as a long-term commercial partner and investment-grade business." After two decades, Xsolla is continuing to build all the things for game developers and publishers navigating the complexity of global distribution. Operating across more than 200 geographies with over 1,000+ integrated payment methods, Xsolla provides the complete infrastructure developers need to launch, grow, and win in a global marketplace. The company's direct-to-consumer solutions, including its web shop platform, payment processing, and player acquisition tools, have established Xsolla as the #1 web shop provider for mobile games and a trusted partner across the global games industry. With more than 700+ successfully integrated web shops for mobile games and a payments network spanning the world's major markets, Xsolla enables players to pay online and play on device, anywhere they are. That breadth of global payments capability, a proven direct-to-consumer model, and deep integration across the video games ecosystem are precisely what position Xsolla as a compelling participant in conversations with the investors and fund managers gathering at SuperReturn International 2026.
Xsolla expands Atlantic Canada event push with Game Invest East and XP Game Connect. Xsolla will take part in two Atlantic Canada industry events - Game Invest East and XP Game Connect Atlantic - running June 3-5, 2026, as it increases its presence in the region's game development ecosystem. The company said it will join discussions with developers, publishers, investors, and other stakeholders focused on game development, investment, and innovation. At Game Invest East, held in partnership with Scaffold, Xsolla will participate in a panel titled "If You Can Make It Here." Xsolla's Manny Hachey, Senior Director of Developer Success, will appear alongside Kate Edwards, CEO and Principal Consultant of Geogrify, and Amir Satvat, Business Development Director at Tencent Games, founder of Always Supporting the Games Community (ASGC), and a 2026 GamesBeat Visionary Award honoree. Xsolla's Halifax stop comes on June 5 at XP Game Connect Atlantic. John Nguyen, Regional Vice President, Canada at Xsolla, and Ted DiNola, Developer Evangelist at Xsolla, will host a workshop titled "Full Picture to Fast Lane: Xsolla Ecosystem Overview & Live SDK 3 Integration." Nguyen will also host a panel, "What Does the Future of Game Development Look Like in Atlantic Canada?", joined by Ryan Filsinger from Iron Fox; Shawn Woods, CEO at Alpha Dog and VP of Interactive Society of Nova Scotia; George Greer, Founder of Besszong; and Jade Yhap, President of Interactive NB. "Atlantic Canada continues to emerge as an exciting hub for game development talent and innovation," said John Nguyen, Regional Vice President, Canada, at Xsolla. "Xsolla is proud to support these events and contribute to conversations that help empower developers, build ecosystems, strengthen industry connections, and accelerate growth across the region."