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. 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. 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. 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. 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; 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 fixes Quality of vendor escalations and shift handovers Why You Will Love Working Here: At Fulfillment IQ, we do not just build supply chain solutions, we build long-term careers. Independent Contractors Fixed-term contract of 12 months, renewable, at an agreed rate, invoiced monthly to Fulfillment IQ Mexico: registered with the SAT (RFC) and able to issue CFDI electronic invoices Brazil: operating through your own registered company (CNPJ) and able to issue service invoices (nota fiscal) Contractors manage their own tax filings and social security contributions Employees (through our employer of record) Employees are employed and paid locally by our employer of record partner and receive all statutory benefits under local law. Health and Wellness Statutory social security coverage (IMSS in Mexico, INSS in Brazil), plus private medical insurance where offered under the employer of record's local plan Employee wellness programs where applicable Time Off Statutory paid vacation with vacation premium (Mexico) or the constitutional one-third vacation bonus (Brazil), sick leave, and public holidays Versátil leave policies that respect local

📌 Application Support Engineer I (Xico)
🏢 Fulfillment IQ
📍 Xico