**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 c