Senior Level 3 App Support Engineer — WM/OM (Remote)

Fulfillment IQ; Región Centro, Monterrey, Santiago de Querétaro; Hybrid; MXN 1,307,000 - 2,054,000; Full time

Benefits offered by this job

Equipment and workstation allowances

Internet and travel reimbursements

Team events and offsites

Job summary

Fulfillment IQ is seeking an Application Support Engineer for the Manhattan Active platform. You will own advanced troubleshooting, incident investigation, and root-cause analysis in a global 24x7 support model. Primary coverage aligns to US time zones, with remote work options for Mexico or Brazil.

Responsibilities include incident resolution, vendor escalations, and proactive problem management. Strong English plus Spanish (Mexico) or Portuguese (Brazil) is required to succeed in this role.

Qualifications

• Experience in Level 3 application support or advanced production troubleshooting.
• Hands-on experience with Manhattan Active WM or Order Management in production.
• Ability to analyze logs, API transactions, and integrations to isolate root causes.
• Experience supporting WMS/OMS operations under incident, problem, and change processes.
• Willingness for a 24x7 shift rotation with proper handovers.
• Proficiency in English plus native/fluent Spanish (Mexico) or Portuguese (Brazil).

Responsibilities

• Incident Investigation and Resolution: diagnose across functionality, configuration, integrations, and data.
• Determine resolutions, workarounds, or escalation paths within SLAs and document steps.
• Major Incident and Vendor Escalation: escalation to Manhattan Associates with evidence and impact.

Skills

Level 3 application support

Production troubleshooting

Log/API analysis

24x7 shift readiness

English (written and spoken)

Spanish or Portuguese (Mexico/Brazil)

Tools

Manhattan Active WM

Manhattan Order Management

Job description

Fulfillment IQ is seeking an Application Support Engineer for the Manhattan Active platform. You will own advanced troubleshooting, incident investigation, and root-cause analysis in a global 24x7 support model. Primary coverage aligns to US time zones, with remote work options for Mexico or Brazil.

Responsibilities include incident resolution, vendor escalations, and proactive problem management. Strong English plus Spanish (Mexico) or Portuguese (Brazil) is required to succeed in this role.