Level 3 App Support Engineer - Manhattan Active Remote

Fulfillment IQ; Ciudad de México; Remote; MXN 600,000 - 840,000; Full time

Benefits offered by this job

Equipment and workstation allowances

Internet and business travel reimburse

Team events and offsites

Job summary

Fulfillment IQ is seeking an Application Support Engineer for Manhattan Active WM/OMS to own advanced troubleshooting in a 24x7 global support model. You will isolate root causes, drive resolutions, and coordinate vendor escalations from a remote base across Mexico or Brazil with US time-zone alignment.

The role requires 3+ years in Level 3 support, strong logs/API analysis, and fluency in English plus native Spanish (Mexico) or Portuguese (Brazil). Flexible remote work options apply.

Qualifications

• 3+ years in Level 3 application support or advanced production troubleshooting with hands-on Manhattan Active WM/OMS production support
• analyzing application logs, API transactions, integration messages, and monitoring data to isolate root cause
• diagnosing incidents across configuration, integrations, application behavior, and data processing
• supporting business-critical WMS or OMS operations within incident, problem, and change management procedures
• willing and able to work a structured 24x7 shift rotation with clean shift handovers
• professional working proficiency in English, and native or fluent Spanish (Mexico) or Portuguese (Brazil)

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; MTTR; Recurring incidents eliminated; Quality of vendor escalations and shift handovers

Skills

English proficiency

Spanish or Portuguese proficiency

Tools

Manhattan Active WM

Manhattan Active OMS

Job description

Fulfillment IQ is seeking an Application Support Engineer for Manhattan Active WM/OMS to own advanced troubleshooting in a 24x7 global support model. You will isolate root causes, drive resolutions, and coordinate vendor escalations from a remote base across Mexico or Brazil with US time-zone alignment.

The role requires 3+ years in Level 3 support, strong logs/API analysis, and fluency in English plus native Spanish (Mexico) or Portuguese (Brazil). Flexible remote work options apply.