Payment/GPP SME

Location

US / Canada / India

Position Summary

We are seeking an experienced Senior Application Support Engineer to join our Managed Services team supporting Global PayPlus (GPP/FGPP) payment solutions. In this role, you will investigate complex production issues, perform advanced configuration changes, collaborate with development and QA teams, and serve as the technical lead during customer escalations. This position requires strong expertise in payment systems, GPP/FGPP configurations, and customer-facing communication.

Role and Responsibilities

• Manage complex customer escalations received from L2 Support.
• Investigate production issues by identifying root causes, reproducing defects, and performing detailed technical analysis.
• Analyze application traces, database records, GUI behavior, and payment processing flows.
• Perform advanced GPP/FGPP configurations including pre-rules, post-rules, office setup, and business application check-ins.
• Understand and troubleshoot FGPP core tables, logical fields, object rules, XPath, profile UDFs, and cache refresh mechanisms.
• Determine whether issues require configuration changes or product code fixes.
• Escalate software defects to Development (L3) with complete technical analysis.
• Support QA and L2 teams during validation and testing activities.
• Participate in customer meetings to explain issues, provide status updates, and recommend next steps.
• Collaborate with Product Management, Development, QA, Advisors, and Project teams to resolve customer issues efficiently.
• Provide technical consultation and mentoring to L1 and L2 support engineers.

Required Experience

5+ years of experience supporting enterprise payment systems, including at least 4 years working with Global PayPlus (FGPP/GPP-SP/Payments2Go).