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 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 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 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 resolutionMajor 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 MTTRRelease Support and Knowledge Transfer- Validate fixes and support release readiness and post-release monitoring- Write troubleshooting guides and known-error articles; run clean shift handoversKey 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 handoversWhy 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 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 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 applicableTime 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 labour standardsRetirement and Financial Security- Statutory 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 (ESOP), where applicableStatutory benefits apply to employees through the employer of record.

Professional

Growth, Flexible Work, and Additional Perks apply to contractors and employees.Professional Growth- Dedicated learning and development budget, with support for skills, leadership, and career progressionFlexible Work- Remote and hybrid work options, flexible hours aligned to role and client needsAdditional Perks- Equipment and workstation allowances, internet and business travel reimbursements, team events and offsitesWork Authorization:Use of Artificial Intelligence in Hiring:FIQ uses artificial intelligence to assist in the screening, assessment, and shortlisting of applications for this position, including features within our applicant tracking system. AI supports human reviewers and does not make hiring decisions on its own. Consistent with Mexico's General Law for the Inclusion of Persons with Disabilities and Brazil's Brazilian Inclusion Law (Law ), accommodations are available on request at any stage of recruitment and assessment.

We consider all qualified applicants without regard to ethnic or national origin, color, sex, gender, age, disability, social condition, health condition, religion, opinions, sexual orientation, marital or family status, pregnancy, or any other characteristic protected under Mexico's Federal Labor Law and Federal Law to Prevent and Eliminate Discrimination, or Brazil's Federal Constitution, Consolidation of Labor Laws (CLT), and Law *.Every contractor and employee is covered by our anti-harassment policy from day one.Com | LinkedIn: Fulfillment IQ | eCom Logistics Podcast (Spotify, YouTube)

📌 Application Support Engineer - Híbrido (Veracruz)
🏢 Fulfillment IQ
📍 Veracruz