General InformationJob Title: Application Support Engineer, Manhattan ActivePrimary Job

Location:
Mexico or Brazil (Remote)Location Flexibility: Remote, Mexico or Brazil basedEmployment 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.
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 general 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 OMProvide technical leadership in high-priority incidents and prepare complete escalations to Manhattan AssociatesRun structured root cause analysis and drive permanent corrective actionsImprove monitoring, health checks, and alerting to catch issues before they become incidentsKeep disciplined incident records, known-error articles, and shift handoversMust-Have

Qualifications:
Technical:



3+ years in Level 3 application support or advanced production troubleshooting, with hands-on Manhattan Active WM or Order Management production supportTechnical: analyzing application logs, API transactions, integration messages, and monitoring data to isolate root causeTechnical: diagnosing incidents across configuration, integrations, application behavior, and data processingFunctional: supporting business-critical WMS or OMS operations within incident, problem, and change management proceduresFunctional: willing and able to work a structured 24x7 shift rotation with clean shift handoversLanguage: 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 ResolutionPerform advanced diagnostics across functionality, configuration, integrations, extensions, and dataDetermine the right resolution, workaround, or escalation path within service levelsDocument investigation steps, findings, business impact, and resolutionMajor Incident and Vendor EscalationSupport rapid diagnosis and restoration during high-priority incidentsPrepare escalations to Manhattan Associates with evidence, reproduction steps, and impact; run root cause analysisFeed recurring problems into template, configuration, or extension improvementsBuild health checks, dashboards,



and alerting; reduce incident volume and MTTRRelease Support and Knowledge TransferValidate fixes and support release readiness and post-release monitoringWrite troubleshooting guides and known-error articles; run clean shift handoversKey Performance Indicators:Level 3 incidents resolved within service levelsMean time to resolution (MTTR)Recurring incidents eliminated through root cause fixesQuality of vendor escalations and shift handoversWhy You Will Love Working Here:At Fulfillment IQ, we do not just build supply chain solutions, we build long-term careers. Independent ContractorsFixed-term contract of 12 months, renewable, at an agreed rate, invoiced monthly to Fulfillment IQMexico: registered with the SAT (RFC) and able to issue CFDI electronic invoicesBrazil: operating through your own registered company (CNPJ) and able to issue service invoices (nota fiscal)Contractors manage their own tax filings and social security contributionsEmployees (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 WellnessStatutory social security coverage (IMSS in Mexico, INSS in Brazil), plus private medical insurance where offered under the employer of record's local planEmployee wellness programs where applicableTime OffStatutory paid vacation with vacation premium (Mexico) or the constitutional one-third vacation bonus (Brazil), sick leave, and public holidaysFlexible leave policies that respect local labour standardsRetirement and Financial SecurityStatutory retirement and housing fund contributions (AFORE and INFONAVIT in Mexico, FGTS in Brazil), and the statutory year-end bonus (aguinaldo in Mexico, 13th salary in Brazil)Employee stock options

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