Application Support Engineer-Manhattan Active

Fulfillment IQ

7d•Remote

About The Position

Fulfillment IQ is hiring a Level 3 Application Support Engineer to provide advanced production support for its global Manhattan Active Warehouse Management (WM) and/or Order Management (OM) platform. The role owns complex troubleshooting and incident investigation that Level 1 and Level 2 support cannot resolve, identifies root causes, drives resolution or vendor escalation, and helps shift the team from reactive fixes toward proactive problem management. The position is remote for candidates residing 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 position reports to the Lead Consultant, Enterprise Systems. The engagement may be a renewable 12-month contract or full-time employment through an employer-of-record partner. Candidates must be legally authorized to work in Mexico or Brazil and have professional English proficiency plus fluent or native Spanish (Mexico) or Portuguese (Brazil). Compensation is competitive, based on experience, and discussed during the initial screening call. Fulfillment IQ is a supply chain engineering and transformation company that works with brands, retailers, and third-party logistics providers on logistics operations, warehouse design, automation, order management, transportation, and supply chain execution. Its work combines consulting, systems implementation, and proprietary platforms. The engineer will conduct advanced diagnostics across platform functionality, configuration, integrations, extensions, and data; determine appropriate resolutions, workarounds, or escalation paths; and document investigations, findings, business impact, and resolutions. During major incidents, the role supports rapid diagnosis and restoration, prepares evidence-based escalations to Manhattan Associates, validates fixes, and contributes to post-incident reviews and corrective action plans. The role also identifies recurring incidents and systemic risks, performs root cause analysis, develops or improves health checks, dashboards, and alerting, supports releases and post-release monitoring, and creates troubleshooting guidance and known-error articles. The role is remote, with remote and hybrid work options also referenced in the benefits information. Flexible hours are aligned to role and client needs, but the support position specifically requires structured 24x7 shift rotation and clean shift handovers. Benefits and statutory entitlements depend on engagement model and local law. Employees through the employer-of-record partner receive applicable statutory benefits, while professional growth, flexible work, and additional perks apply to both contractors and employees.

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.
Experience analyzing application logs, API transactions, integration messages, and monitoring data to isolate root causes.
Ability to diagnose 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 conduct clear 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.
Legally authorized to work in Mexico or Brazil.

Responsibilities

Perform advanced diagnostics across Manhattan Active WM and/or OM functionality, configuration, integrations, extensions, and data.
Determine appropriate incident resolutions, workarounds, or escalation paths within service levels.
Document investigation steps, findings, business impact, and resolutions.
Support rapid diagnosis and service restoration during high-priority incidents.
Prepare complete escalations to Manhattan Associates, including evidence, reproduction steps, and impact; validate vendor 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 or improve health checks, dashboards, monitoring, and alerting to 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 conduct clean shift handovers.
Work within a structured 24x7 global support shift rotation, with primary coverage aligned to US time zones.

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 local vacation premium or bonus, sick leave, and public holidays for employees through the employer-of-record partner.
Flexible leave policies that respect local labor standards.
Statutory retirement and housing fund contributions and statutory year-end bonus for employees through the employer-of-record partner.
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.