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 3PLs 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 general 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
Mean time to resolution (MTTR)
Recurring incidents eliminated through root cause fi

📌 Application Support Engineer, Manhattan Active (Veracruz)
🏢 Fulfillment IQ
📍 Veracruz