Application Support Engineer, Manhattan Active
F
Fulfillment IQSupply chain technology
Remote, Mexico or Brazil based, Structured 24x7 shift rotation, with primary coverage aligned to US time zones.ContractMiddle
Salary not disclosed
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Job Details
- Languages
- 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.
- Experience
- 3+ years in Level 3 application support or advanced production troubleshooting
Requirements
- Have 3+ years in Level 3 application support or advanced production troubleshooting.
- Have hands-on production support experience with Manhattan Active WM or Order Management.
- Analyze application logs, API transactions, integration messages, and monitoring data to isolate root causes.
- Diagnose incidents across configuration, integrations, application behavior, and data processing.
- Have experience supporting business-critical WMS or OMS operations.
- Work within incident, problem, and change management procedures.
- Be willing and able to work a structured 24x7 shift rotation with clean shift handovers.
- Have professional working proficiency in written and spoken English.
- Have native or fluent Spanish (Mexico) or Portuguese (Brazil); Spanish is a plus for Brazil-based candidates.
Responsibilities
- Perform advanced diagnostics across functionality, configuration, integrations, extensions, and data.
- Determine the appropriate resolution, workaround, or escalation path within service levels.
- Document investigation steps, findings, business impact, and resolution.
- Support rapid diagnosis and restoration during high-priority incidents.
- Prepare escalations to Manhattan Associates with evidence, reproduction steps, and impact, and validate fixes.
- Contribute to post-incident reviews and corrective action plans.
- Identify recurring incidents and systemic risks, and run root cause analysis.
- Build health checks, dashboards, and alerting to reduce incident volume and MTTR.
- Validate fixes and support release readiness and post-release monitoring.
- Write troubleshooting guides and known-error articles, and run clean shift handovers.
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