Senior Level 3 App Support Engineer — Wm​/om; remote

Puesto: Senior Level 3 App Support Engineer — Wm/om (remote)
General Information

Job Title:

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
Final date to receive applications:
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 3 PLs 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…