Application Support Engineer, Manhattan Active

General Information Job Title: Application Support Engineer, Manhattan Active Primary Job Location: Mexico or Brazil (Remote) Location Flexibility: Remote, Mexico or Brazil based Employment Type (Permanent/Contract/Part-time/Intern): Contract, 12 months (renewable), full-time hours. Full-time employment through our employer of record partner is also available. Hiring Timeline (Hiring month): Immediate Reporting Line: Lead Consultant, Enterprise Systems Application Deadline: Open until filled Eligibility (LATAM posting): Open to candidates residing in Mexico or Brazil. Application Language: As professional English proficiency is a core requirement of this role, candidates are kindly requested to submit their resume and application in English. Applications received in English will be given priority in the review process. About Fulfillment IQ (FIQ):

Fulfillment IQ is a supply chain engineering and transformation company that helps brands, retailers, and 3 PLs design, build, and scale high-performance logistics operations.

We work at the intersection of strategy, supply chain, and technology where we solve complex, real-world problems across warehouse design, automation, order management, transportation, and end-to-end supply chain execution.

Our teams combine deep domain expertise with strong technical capability, delivering outcomes through consulting, systems implementation, and proprietary platforms that accelerate time-to-value and reduce delivery risk.

If you enjoy working in complex environments, partnering closely with clients, and seeing your work make a tangible impact on how global commerce moves, this is the place where your skills and judgment truly come to life.

Role Overview:

You will own advanced troubleshooting, incident investigation, and root cause analysis for a global Manhattan Active WM and Order Management platform in production. You take the complex incidents Level 1 and Level 2 cannot resolve, isolate the cause, drive resolution and vendor escalation, and move the team from reactive fixes to proactive problem management. The role sits in a 24x7 global support model with shift rotation, with primary coverage aligned to US time zones.

Mandate:

• Investigate and resolve complex Level 3 incidents on Manhattan Active WM and/or OM
• Provide technical leadership in high-priority incidents and prepare complete escalations to Manhattan Associates
• Run structured root cause analysis and drive permanent corrective actions
• Improve monitoring, health checks, and alerting to catch issues before they become incidents
• Keep disciplined incident records, known-error articles, and shift handovers

Must-Have Qualifications:

• Technical: 3+ years in Level 3 application support or advanced production troubleshooting, with hands-on Manhattan Active WM or Order Management production support
• Technical: analyzing application logs, API transactions, integration messages, and monitoring data to isolate root cause
• Technical: diagnosing incidents across configuration, integrations, application behavior, and data processing
• Functional: supporting business-critical WMS or OMS operations within incident, problem, and change management procedures
• Functional: willing and able to work a structured 24x7 shift rotation with clean shift handovers
• Language: professional working proficiency in English, written and spoken, plus native or fluent Spanish (Mexico) or Portuguese (Brazil). Spanish is a plus for Brazil-based candidates.

Key Responsibilities: Incident Investigation and Resolution

• Perform advanced diagnostics across functionality, configuration, integrations, extensions, and data
• Determine the right resolution, workaround, or escalation path within service levels
• Document investigation steps, findings, business impact, and resolution

Major Incident and Vendor Escalation

• Support rapid diagnosis and restoration during high-priority incidents
• Prepare escalations to Manhattan Associates with evidence, reproduction steps, and impact; validate fixes
• Contribute to post-incident reviews and corrective action plans

Problem Management and Stability

• Identify recurring incidents and systemic risks; run root cause analysis
• Feed recurring problems into template, configuration, or extension improvements
• Build health checks, dashboards, and alerting; reduce incident volume and MTTR

Release Support and Knowledge Transfer

• Validate fixes and support release readiness and post-release monitoring
• Write troubleshooting guides and known-error articles; run clean shift handovers

Key Performance Indicators:

• Level 3 incidents resolved within service levels