VBeyond Corporation
FGPP SME
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Note: The role requires you to work as per US (EST) time zone. It's a Remote role for UK and EU
Role Overview
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.
Skills Required
- 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.
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Responsibilities
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.
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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.
Customer Interaction
- Provide setup/configuration solutions to the customer.
- Escalate to L3 if a code fix is necessary.
- Support QA/L2 in testing fixes.
- Join customer calls as needed to assist L2s.
- Lead the conversation: Explain issues, provide status updates, and outline next steps.
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