Application Support Engineer - Manhattan Active

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

📋 Description

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

• Analyze and resolve intricate Level 3 incidents on Manhattan Active WM and/or OM.

• Provide technical guidance during high-priority incidents.

• Prepare comprehensive escalations to Manhattan Associates with supporting evidence, reproduction steps, and impact assessments.

• Drive resolution efforts and vendor escalations.

• Conduct structured root cause analysis and implement permanent corrective measures.

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

• Maintain meticulous incident records, known-error articles, troubleshooting guides, and shift handovers.

• Execute advanced diagnostics across various functionalities, configurations, integrations, extensions, and data.

• Identify the appropriate resolution, workaround, or escalation path within service level agreements.

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

• Assist in rapid diagnosis and restoration efforts during high-priority incidents.

• Validate vendor-provided fixes.

• Contribute to post-incident reviews and the development of corrective action plans.

• Recognize recurring incidents and systemic risks.

• Channel recurring issues into improvements in templates, configurations, or extensions.

• Aim to reduce incident volume and mean time to recovery (MTTR).

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

• Operate within a 24x7 global support model with shift rotations and primary coverage aligned to US time zones.

• Report directly to the Lead Consultant, Enterprise Systems.

⛳️ Requirements

• Open to candidates based in Mexico or Brazil.

• Legally authorized to work in Mexico or Brazil.

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

• Practical experience with Manhattan Active WM or Order Management production support.

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

• Skilled in diagnosing incidents related to configuration, integrations, application behavior, and data processing.

• Experience supporting mission-critical WMS or OMS operations within incident, problem, and change management frameworks.

• Willingness and ability to work a structured 24x7 shift rotation with clean shift handovers.

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

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

• Spanish language skills are advantageous for Brazil-based candidates.

• Contractors in Mexico must be registered with the SAT (RFC) and able to issue CFDI electronic invoices.

• Contractors in Brazil must operate through their own registered company (CNPJ) and be able to issue service invoices (nota fiscal).

🏝️ Benefits

• Statutory social security coverage (IMSS in Mexico, INSS in Brazil), along with private medical insurance where available under the employer of record's local plan.

• Employee wellness programs where applicable.

• Statutory paid vacation with vacation premium (Mexico) or the constitutional one-third vacation bonus (Brazil), sick leave, and public holidays.

• Flexible leave policies that comply with local labor standards.

• Statutory retirement and housing fund contributions (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, with support for skills enhancement, leadership training, and career progression.

• Options for remote and hybrid work arrangements.

• Flexible hours tailored to the role and client needs.

• Equipment and workstation allowances.

• Reimbursements for internet and business travel expenses.

• Team events and offsite gatherings.

• Statutory benefits for employees provided through the employer of record.

• Opportunities for professional growth, flexible work arrangements, and additional perks applicable to both contractors and employees.