L3 production support/SME

Job Summary: This role of the SME is to be the client's technical focal point for the client's FGPP in production. To troubleshoot and solve issues in production. Qualifications & Skills Strong & proven FGPP issue/case analysis: triage, recreation, trace analysis, DB and GUI usage. Deep FGPP business and functional knowledge. Proven hands-on FGPP configuration experience: profiles and rules setup, not only setup design. Customer-facing experience: leading technical calls. Experience with FGPP (not only Classic GPP) from the last 3 years. Escalation Handling: Manage escalations from L2 for complex and advanced issues. Provide guidance and support for configuration changes needed to resolve issues. Issue Investigation: Identify root causes, recreate issues, Analyze traces and provide immediate workarounds. Perform complex configurations to provide solutions. Use GUI, DB and traces to perform analysis. Understand FGPP core Tables & fields (I.e logical fields , xpath , object rules , profile_udfs,cache_refresh) Payment Processing: Review the payment processing flow and compare it with the error to pinpoint the issue. Trace Analysis: Analyze traces to pinpoint the issue, understand what causes it, determine if the failure requires a code fix or can be resolved through configuration and perform the complex configurations(Pre post rules) and check-in in BA master for the Project branches Provide setup/configuration solutions to the customer. Escalate to L3 if a code fix is necessary. Support QA/L2 in testing fixes. Customer Interaction: Join customer calls as needed to assist L2s. Lead the conversation: Explain issues, provide status updates, and outline next steps. Collaboration: Work closely with L1 and L2 teams to provide consultation and guidance. Support Advisors and PAS Leads: Join calls as requested, Provide updates and feedback of escalated cases. Production Development Team (L3) & Product Management Pay: $50.00 - $55.00 per hour Work Location: Remote