Application Support Engineer

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Take charge of advanced troubleshooting, incident investigation, and root cause analysis for a global Manhattan Active WM and Order Management platform in production.

• Examine and resolve intricate Level 3 incidents related to Manhattan Active WM and/or OM.

• Provide technical direction during high-priority incidents.

• Prepare comprehensive vendor escalations to Manhattan Associates, including evidence, reproduction steps, and impact analysis.

• Identify the suitable resolution, workaround, or escalation route within service level agreements.

• Document investigation processes, findings, business impact, and resolutions.

• Participate in post-incident reviews and corrective action strategies.

• Detect recurring incidents and systemic risks, conducting root cause analysis.

• Propel permanent corrective actions and improvements in templates, configurations, or extensions.

• Enhance monitoring, health checks, dashboards, and alert systems.

• Decrease incident volume and mean time to resolution.

• Validate fixes and support release readiness, along with post-release monitoring.

• Create troubleshooting guides and known-error documentation.

• Maintain meticulous incident records and ensure clean shift transitions.

⛳️ Requirements

• Open to applicants located in Mexico or Brazil.

• Must possess legal authorization to work in Mexico or Brazil.

• Over 3 years of experience in Level 3 application support or advanced production troubleshooting.

• Hands-on experience in Manhattan Active WM or Order Management production support.

• Proficient in analyzing application logs, API transactions, integration messages, and monitoring data to identify root causes.

• Skilled in diagnosing incidents across configurations, integrations, application behavior, and data processing.

• Experience supporting business-critical WMS or OMS operations within the frameworks of incident, problem, and change management procedures.

• Willing to work a structured 24x7 shift rotation with clear shift handovers.

• Professional working proficiency in English, both written and spoken.

• Native or fluent in Spanish (Mexico) or Portuguese (Brazil).

• For contractors in Mexico: registered with the SAT (RFC) and capable of issuing CFDI electronic invoices.

• For contractors in Brazil: operating through a registered company (CNPJ) and able to issue service invoices (nota fiscal).

🏝️ Benefits

• Fixed-term contract lasting 12 months, renewable at an agreed rate, invoiced monthly to Fulfillment IQ.

• Full-time hours; full-time employment through an employer of record partner is an option.

• Statutory social security coverage (IMSS in Mexico, INSS in Brazil).

• Private medical insurance where applicable under the employer of record's local plan.

• Employee wellness programs where relevant.

• Statutory paid vacation with vacation premium (Mexico) or the constitutional one-third vacation bonus (Brazil).

• Sick leave and public holidays.

• Flexible leave policies that adhere to local labor standards.

• Statutory contributions to retirement and housing funds (AFORE and INFONAVIT in Mexico, FGTS in Brazil).

• Statutory year-end bonus (aguinaldo in Mexico, 13th salary in Brazil).

• Employee stock options (ESOP), where applicable.

• Dedicated budget for learning and development, including support for skills enhancement, leadership, and career advancement.

• Options for remote and hybrid work, with flexible hours tailored to role and client requirements.

• Equipment and workstation allowances.

• Reimbursements for internet and business travel expenses.

• Team events and offsite gatherings.

• An inclusive and accessible recruitment process with accommodations provided upon request.

• A safe and respectful workplace with anti-harassment protections from day one.