Application Support Engineer, Manhattan Active

Fulfillment IQ

7d•Remote

About The Position

Fulfillment IQ is hiring an Application Support Engineer to own advanced troubleshooting, incident investigation, and root cause analysis for a global Manhattan Active Warehouse Management (WM) and/or Order Management (OM) platform in production. The engineer handles complex Level 3 incidents that Level 1 and Level 2 support cannot resolve, isolates causes, drives resolutions and vendor escalations, and helps move the team from reactive fixes to proactive problem management. The position is based remotely in Mexico or Brazil and operates within a 24x7 global support model with structured shift rotation and primary coverage aligned to US time zones. The engagement may be a renewable 12-month contract or full-time employment through an employer-of-record partner. The role reports to the Lead Consultant, Enterprise Systems.

Requirements

At least 3 years of Level 3 application support or advanced production troubleshooting experience.
Hands-on production support experience with Manhattan Active WM or Order Management.
Ability to analyze application logs, API transactions, integration messages, and monitoring data to isolate root causes.
Experience diagnosing incidents across configuration, integrations, application behavior, and data processing.
Experience supporting business-critical WMS or OMS operations within incident, problem, and change management procedures.
Willingness and ability to work a structured 24x7 shift rotation and complete clean shift handovers.
Professional working proficiency in written and spoken English.
Native or fluent Spanish for Mexico-based candidates, or Portuguese for Brazil-based candidates; Spanish is a plus for Brazil-based candidates.
Must reside in Mexico or Brazil and be legally authorized to work in the applicable country.
For the contractor option, Mexico-based applicants must be registered with the SAT (RFC) and able to issue CFDI electronic invoices; Brazil-based applicants must operate through their own registered company (CNPJ) and be able to issue service invoices (nota fiscal).

Responsibilities

Perform advanced diagnostics across Manhattan Active functionality, configuration, integrations, extensions, and data.
Determine appropriate resolutions, workarounds, or escalation paths within service levels.
Document investigation steps, findings, business impact, and resolutions.
Support rapid diagnosis and restoration during high-priority incidents.
Prepare evidence-based escalations to Manhattan Associates, including reproduction steps and impact, and validate fixes.
Contribute to post-incident reviews and corrective action plans.
Identify recurring incidents and systemic risks, conduct root cause analysis, and drive permanent corrective actions.
Feed recurring problems into template, configuration, or extension improvements.
Build health checks, dashboards, and alerting to detect issues early and reduce incident volume and mean time to resolution.
Validate fixes and support release readiness and post-release monitoring.
Write troubleshooting guides and known-error articles, maintain disciplined incident records, and complete clean shift handovers.

Benefits

Statutory social security coverage (IMSS in Mexico or INSS in Brazil) for employees through the employer-of-record partner.
Private medical insurance where offered under the employer-of-record's local plan.
Employee wellness programs where applicable.
Statutory paid vacation and applicable vacation premium or bonus, sick leave, and public holidays for employees.
Flexible leave policies that respect local labour standards.
Statutory retirement and housing fund contributions (AFORE and INFONAVIT in Mexico or FGTS in Brazil) and statutory year-end bonus (aguinaldo in Mexico or 13th salary in Brazil) for employees.
Employee stock options (ESOP), where applicable.
Dedicated learning and development budget, with support for skills, leadership, and career progression.
Remote and hybrid work options and flexible hours aligned to role and client needs.
Equipment and workstation allowances, internet and business travel reimbursements, team events, and offsites.