Technical Support Specialist - job 1 of 2

ABOUT US

At Xsolla, we believe that great games begin as ideas, driven by the curiosity, dedication, and grit of creators around the world. Our mission is to empower these visionaries by providing the support and resources they need to bring their games to life. We are committed to leveling the playing field, ensuring that every creator has the opportunity to share their passion with the world. 

Headquartered in Los Angeles, with offices in Berlin, Seoul, and beyond, we partner with industry leaders like Valve, Twitch, and Ubisoft to clear the paths for innovation in gaming. Our global reach spans over 200 geographies, offering more than 700 payment methods in 130+ currencies.

Longevity Opportunity Vision Enjoy the game!

We are actively looking for a proactive and experienced IT Support Specialist to join our global team at Xsolla. The selected candidate will be a core contributor to the successful utilization of technology at Xsolla. This individual will be responsible for supporting and maintaining items such as laptops, software applications, mobile devices (iPhones), printers, A/V equipment and cabling (including Google Meet Hardware), and other end user applications, services, and hardware. The chosen candidate will serve as the main point of contact for all IT support requests at our Sherman Oaks, CA headquarters as well as on a global team supporting all offices during local office hours.

Xsolla is a global e-commerce organization that services the gaming industry with a robust and powerful set of tools and services. As an innovative leader in game commerce, we continue to solve the inherent complexities of global distribution, marketing, and monetization so our partners can grow their audience, engagement, and revenue.

Sparked by our deep love for gaming’s union of technology and artistry, our product suite operates in more than 200 countries and territories, 20+ languages, and 130 currencies. What hasn’t changed since our launch in 2005 is our conviction that everyone deserves an equal opportunity to play.

If you are passionate about technology and providing excellent technical support, and you're looking for an exciting opportunity to work with an innovative fintech in the video game industry, we want to hear from you. Apply now to join our team as our IT Support Specialist and help us continue to provide outstanding technical support to our employees.

• Cover all new-hire IT onboarding including but not limited to initial learning and set up, password distribution, etc.
• Responsible for setup and overseeing maintenance of all printer/scanner machines and other office equipment
• Administration of internal and external company services (Google ecosystem, Atlassian ecosystem, Okta, LDAP, VPN, SIP)
• Technical support of internal events (Meet-up, conferences)
• Assist with employee desk moves, re-deploying existing equipment in new locations
• Point of contact for vendor management (ex. Apple, Dell, Asus, Logitech)
• Provide the very best customer service experience for all employees when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
• Provide a mix of on-site and remote support, including after-hours support
• Handle procurement of hardware, software, cords, plugs, chargers, etc. and maintain asset inventory system, ensuring all hardware/software allocations are logged
• Ensure that all equipment is up to date and in good working order
• Create and update IT documentation to reflect changes you have made
• Keep IT inventory storage area clean, organized, and well stocked

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field
• 3-5+ years' experience in IT support, with experience in hardware and software troubleshooting, installation, and maintenance
• Experience setting up for meetings and troubleshooting AV/Conference room issues as well as office network related issues
• Proficient in Atlassian, Google Workspace and Apple products as well as other common software applications
• Experience with network administration, CCTV, security systems, and backup and recovery methods
• Excellent interpersonal skills with a customer service mindset
• Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders
• Eager to learn new skills and researching ways to work efficiently
• Practical problem solving and organizational skills in a fast-paced environment

• Previous work experience at a fast-paced organization with an entrepreneurial mindset

• Proficiency in Windows and macOS environments.
• Familiarity with Linux and mobile OS platforms (iOS, Android).

• Expertise in diagnosing, repairing, and maintaining desktops, laptops, printers, and scanners.
• Experience in setting up and configuring AV and conference room equipment.

• Administration and troubleshooting of Google Workspace (e.g., Gmail, Drive, Meet).
• Proficiency with Atlassian Suite (e.g., Jira, Confluence, Bitbucket).
• Familiarity with Okta and identity management systems.
• Knowledge of LDAP, VPN, and SIP configuration and maintenance.

• Understanding of network fundamentals (e.g., TCP/IP, DNS, DHCP).
• Experience in configuring office network equipment (e.g., routers, switches, access points).
• Ability to troubleshoot network issues, including Wi-Fi and office LAN/WAN.

• Basic knowledge of endpoint security practices.
• Experience managing access and permissions in compliance with security policies.
• Familiarity with CCTV and office security systems.

• Proficiency in maintaining inventory systems for hardware/software tracking.
• Knowledge of procurement processes and vendor management.

• Experience with data backup and recovery tools.
• Ability to configure and monitor backup systems.

• Hands-on experience setting up and troubleshooting AV equipment for events.
• Familiarity with tools like Zoom, Microsoft Teams, and other conferencing solutions.

• Expertise in user onboarding workflows, including account setup and initial training.
• Knowledge of password distribution and secure credential sharing methods.

• Proficiency in documenting processes and changes using tools like Confluence.

• Strong interpersonal and written communication skills for technical support and documentation.

• Basic knowledge of scripting languages like Python, Bash, or PowerShell for automation.

• Familiarity with advanced concepts such as VLANs, QoS, and VPN tunnels.

• Understanding ITIL principles for IT service management.

At Xsolla, we are passionate about providing a conducive environment for our team to thrive personally and professionally. Our comprehensive Benefits Program caters to the physical, mental, and emotional well-being of our full-time employees and their families. This includes 100% company-paid medical, dental, and vision plans, disability and life insurance, chiropractic coverage, flexible spending accounts, and a fully vested 401(k) retirement plan with a 4% company match from the start date.

Understanding the detrimental effects of burnout, we offer unlimited Flexible Time Off and 14 paid holidays each year. Personal and professional development is a cornerstone of our ethos at Xsolla. Each employee has a personalized career roadmap, developed in partnership with their manager, aligning individual and company goals. We support this growth through in-house training, independent study, conference attendance, and higher education opportunities.

ABOUT XSOLLA:

Xsolla is a global leader in video game commerce, established in 2005. Our mission is to simplify the complexities of global distribution, marketing, and monetization in the gaming industry. Headquartered in Los Angeles, California, with offices worldwide, we support major gaming titles and partners. Our deep commitment to gaming's blend of technology and artistry drives our continuous innovation and dedication to our partners' success.

PHYSICAL DEMANDS:

The role involves typical office activities such as sitting, standing, bending, lifting, and moving intermittently during working hours. These requirements can be met with or without reasonable accommodations. The responsibilities of this position are dynamic and may evolve to align with the organization's goals and objectives.Xsolla is committed to ensuring the privacy and security of all information collected during hiring. Please direct any inquiries regarding GDPR or CCPA to [email protected].

Longevity Opportunity Vision Enjoy the game!

Benefits:

We are passionate about fostering a supportive environment for our team, so we prioritize the physical, mental, and emotional well-being of our employees and their families through a comprehensive Benefits Program. This includes 100% company-paid medical, dental, and vision plans, unlimited Flexible Time Off, and a personalized career roadmap for each employee. By investing in professional development through training and educational opportunities, we ensure that our team thrives both personally and professionally. Together, we’re not just building a business; we’re cultivating a community that values creativity, collaboration, and the transformative power of play.

By submitting the following job application form, you consent to Xsolla processing your data for career-related inquiries and potential employment opportunities. We process your data in accordance with this Xsolla Privacy Notice for Job Applicants. Please direct any inquiries regarding your data privacy to [email protected].