Job Description

General Information

Job Title: Level 3 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.

Hiring Timeline (Hiring month): 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.

We work at the intersection of strategy, supply chain, and technology where we solve complex, real-world problems across warehouse design, automation, order management, transportation, and end-to-end supply chain execution.

Our teams combine deep domain expertise with strong technical capability, delivering outcomes through consulting, systems implementation, and proprietary platforms that accelerate time-to-value and reduce delivery risk.

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. You take the complex incidents Level 1 and Level 2 cannot resolve, isolate the cause, drive resolution and vendor escalation, and move the team from reactive fixes to proactive problem management. 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.

Key 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 resolutio

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
• 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. We give our people real ownership, real influence, and meaningful responsibility. Whether you are leading a client relationship, shaping a solution, or building internal capability, your decisions have visible impact. We operate with a high-trust, high-standards culture that values clear thinking, collaboration, and accountability without unnecessary hierarchy or bureaucracy.

Compensation and Benefits:

Compensation is competitive and based on experience. We discuss compensation openly at the first screening call.

Mexico and Brazil

This role is offered on either engagement model below.

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
• Flexible leave policies that respect local labour standards

Retirement 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 applicable
• Statutory 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 progression

Flexible Work

• Remote and hybrid work options, flexible hours aligned to role and client needs

Additional Perks

• Equipment and workstation allowances, internet and business travel reimbursements, team events and offsites

Work Authorization:

• Applicants must be legally authorized to work in Mexico or Brazil.

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. Final hiring decisions are made by FIQ personnel. If you have questions about how AI is used in this process, contact hr@fulfillmentiq.com.

Accommodations:

FIQ is committed to an inclusive and accessible recruitment process. Consistent with Mexico's General Law for the Inclusion of Persons with Disabilities and Brazil's Brazilian Inclusion Law (Law 13.146/2015), accommodations are available on request at any stage of recruitment and assessment. Contact hr@fulfillmentiq.com and we will work with you to meet your needs.

Candidate Privacy:

Your personal information is collected and used for recruitment purposes in accordance with FIQ's Candidate Privacy Notice, available at here. This includes the use of AI-assisted screening described above and cross-border storage or processing that may occur in the United States. By applying, you acknowledge this notice. Questions: hr@fulfillmentiq.com.

Equal Opportunity:

Fulfillment IQ is a people-first company built on trust, collaboration, and ownership. We are proud to be an equal opportunity employer and are committed to building a diverse, inclusive, and high-performing workplace. 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 9.029/1995.

Safe and Respectful Workplace:

FIQ maintains a safe and respectful workplace with zero tolerance for harassment or discrimination, consistent with Mexico's Federal Labor Law and NOM-035-STPS-2018 and Brazil's Law 14.457/2022. Every contractor and employee is covered by our anti-harassment policy from day one.

Learn More About Us:

Website: fulfillmentiq.com | LinkedIn: Fulfillment IQ | eCom Logistics Podcast (Spotify, YouTube)