FGPP SME Production Support - Remote

Location: Remote USA
Open Positions: 4
Role Type: Production Support / SME

We are seeking experienced FGPP SMEs to serve as the technical focal point for production support. The role requires deep functional and technical expertise in FGPP, strong hands-on configuration experience, and the ability to troubleshoot complex production issues through trace, database, GUI, payment-flow, and configuration analysis.

The SME will handle advanced escalations from L2, work directly with customers, provide configuration-based solutions and workarounds, and coordinate with L3/Product teams when code-level fixes are required.

• Own complex FGPP production incidents and escalations from L2 through resolution.
• Perform issue triage, recreation, root-cause analysis, trace analysis, and troubleshooting using FGPP GUI and database.
• Analyze payment-processing flows and identify the source of processing failures.
• Determine whether issues can be resolved through configuration or require an L3/code fix.
• Design and implement complex FGPP configurations, including profiles, rules, pre/post rules, and related setup.
• Work with FGPP core tables and fields, including logical fields, XPath, object rules, profile UDFs, and cache refresh.
• Provide immediate workarounds and configuration solutions for production issues.
• Perform configuration check-ins in BA Master/project branches as required.
• Support QA and L2 teams with validation and testing of fixes.
• Lead technical customer calls, explain issues, communicate status, and define next steps.
• Collaborate with L1/L2 support, Advisors, PAS Leads, Production Development/L3, and Product Management.

• Strong, recent FGPP experience, including hands-on work within the last 3 years.
• Deep FGPP business, functional, and technical knowledge.
• Proven production support and troubleshooting experience with FGPP, not just Classic GPP.
• Strong hands-on FGPP configuration experience with profiles and rules setup, beyond configuration design.
• Expertise in case/issue analysis, recreation, trace analysis, DB analysis, and GUI troubleshooting.
• Strong understanding of payment processing flows and production issue diagnosis.
• Experience implementing complex configurations and pre/post rules.
• Ability to distinguish configuration issues from defects requiring code changes.
• Strong customer-facing skills with experience leading technical troubleshooting and escalation calls.
• Ability to work independently as the FGPP technical SME while collaborating across support, QA, development, and product teams.