{"id":3340781,"url":"https://alion.io/job/fulfillment-iq-application-support-engineer-manhattan-active","title":"Application Support Engineer-Manhattan Active","company":{"id":449801,"name":"Fulfillment IQ","domain":"fulfillmentiq.com","url":"https://alion.io/company/fulfillment-iq","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["São Paulo, Brazil","Campinas, Brazil","Curitiba, Brazil","Belo Horizonte, Brazil"],"countries":["BR"],"hiring_countries":["BR","MX"],"hiring_countries_total":2,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-27T15:24:31Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T07:03:41Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"General Information\nJob Title: Level 3 Application Support Engineer, Manhattan Active\nPrimary Job Location: Mexico or Brazil (Remote)\nLocation Flexibility: Remote, Mexico or Brazil based\nEmployment 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.\nHiring Timeline (Hiring month): Immediate\nReporting Line: Lead Consultant, Enterprise Systems\nApplication Deadline: Open until filled\nEligibility (LATAM posting): Open to candidates residing in Mexico or Brazil.\nApplication 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.\nAbout Fulfillment IQ (FIQ):\nFulfillment IQ is a supply chain engineering and transformation company that helps brands, retailers, and 3PLs design, build, and scale high-performance logistics operations.\nWe 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.\nOur 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.\nIf 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.\nRole Overview:\nYou 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.\nMandate:\nInvestigate and resolve complex Level 3 incidents on Manhattan Active WM and/or OM\nProvide technical leadership in high-priority incidents and prepare complete escalations to Manhattan Associates\nRun structured root cause analysis and drive permanent corrective actions\nImprove monitoring, health checks, and alerting to catch issues before they become incidents\nKeep disciplined incident records, known-error articles, and shift handovers\nMust-Have Qualifications:\nTechnical: 3+ years in Level 3 application support or advanced production troubleshooting, with hands-on Manhattan Active WM or Order Management production support\nTechnical: analyzing application logs, API transactions, integration messages, and monitoring data to isolate root cause\nTechnical: diagnosing incidents across configuration, integrations, application behavior, and data processing\nFunctional: supporting business-critical WMS or OMS operations within incident, problem, and change management procedures\nFunctional: willing and able to work a structured 24x7 shift rotation with clean shift handovers\n 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.\nKey Responsibilities:\nIncident Investigation and Resolution\nPerform advanced diagnostics across functionality, configuration, integrations, extensions, and data\nDetermine the right resolution, workaround, or escalation path within service levels\nDocument investigation steps, findings, business impact, and resolutio\nMajor Incident and Vendor Escalation\nSupport rapid diagnosis and restoration during high-priority incidents\nPrepare escalations to Manhattan Associates with evidence, reproduction steps, and impact; validate fixes\nContribute to post-incident reviews and corrective action plans\nProblem Management and Stability\nIdentify recurring incidents and systemic risks; run root cause analysis\nFeed recurring problems into template, configuration, or extension improvements\nBuild health checks, dashboards, and alerting; reduce incident volume and MTTR\nRelease Support and Knowledge Transfer\nValidate fixes and support release readiness and post-release monitoring\nWrite troubleshooting guides and known-error articles; run clean shift handovers\nKey Performance Indicators:\nLevel 3 incidents resolved within service levels\nMean time to resolution (MTTR)\nRecurring incidents eliminated through root cause fixes\nQuality of vendor escalations and shift handovers\nWhy You Will Love Working Here:\nAt Fulfillment IQ, we do not just build supply chain solutions, we build long-term careers. We give our people real ownership, real influence, and meaningful responsibility. Whether you are leading a client relationship, shaping a solution, or building internal capability, your decisions have visible impact. We operate with a high-trust, high-standards culture that values clear thinking, collaboration, and accountability without unnecessary hierarchy or bureaucracy.\nCompensation and Benefits:\nCompensation is competitive and based on experience. We discuss compensation openly at the first screening call.\nMexico and Brazil\nThis role is offered on either engagement model below.\nIndependent Contractors\nFixed-term contract of 12 months, renewable, at an agreed rate, invoiced monthly to Fulfillment IQ\nMexico: registered with the SAT (RFC) and able to issue CFDI electronic invoices\nBrazil: operating through your own registered company (CNPJ) and able to issue service invoices (nota fiscal)\nContractors manage their own tax filings and social security contributions\nEmployees (through our employer of record)\nEmployees are employed and paid locally by our employer of record partner and receive all statutory benefits under local law.\nHealth and Wellness\nStatutory social security coverage (IMSS in Mexico, INSS in Brazil), plus private medical insurance where offered under the employer of record's local plan\nEmployee wellness programs where applicable\nTime Off\nStatutory paid vacation with vacation premium (Mexico) or the constitutional one-third vacation bonus (Brazil), sick leave, and public holidays\nFlexible leave policies that respect local labour standards\nRetirement and Financial Security\nStatutory retirement and housing fund contributions (AFORE and INFONAVIT in Mexico, FGTS in Brazil), and the statutory year-end bonus (aguinaldo in Mexico, 13th salary in Brazil)\nEmployee stock options (ESOP), where applicable\nStatutory benefits apply to employees through the employer of record. Professional Growth, Flexible Work, and Additional Perks apply to contractors and employees.\nProfessional Growth\nDedicated learning and development budget, with support for skills, leadership, and career progression\nFlexible Work\nRemote and hybrid work options, flexible hours aligned to role and client needs\nAdditional Perks\nEquipment and workstation allowances, internet and business travel reimbursements, team events and offsites\nWork Authorization:\nApplicants must be legally authorized to work in Mexico or Brazil.\nUse of Artificial Intelligence in Hiring:\nFIQ uses artificial intelligence to assist in the screening, assessment, and shortlisting of applications for this position, including features within our applicant tracking system. AI supports human reviewers and does not make hiring decisions on its own. Final hiring decisions are made by FIQ personnel. If you have questions about how AI is used in this process, contact .\nAccommodations:\nFIQ is committed to an inclusive and accessible recruitment process. Consistent with Mexico's General Law for the Inclusion of Persons with Disabilities and Brazil's Brazilian Inclusion Law (Law 13.146/2015), accommodations are available on request at any stage of recruitment and assessment. Contact  and we will work with you to meet your needs.\nCandidate Privacy:\nYour personal information is collected and used for recruitment purposes in accordance with FIQ's Candidate Privacy Notice, available at here. This includes the use of AI-assisted screening described above and cross-border storage or processing that may occur in the United States. By applying, you acknowledge this notice. Questions: .\nEqual Opportunity:\nFulfillment IQ is a people-first company built on trust, collaboration, and ownership. We are proud to be an equal opportunity employer and are committed to building a diverse, inclusive, and high-performing workplace. We consider all qualified applicants without regard to ethnic or national origin, color, sex, gender, age, disability, social condition, health condition, religion, opinions, sexual orientation, marital or family status, pregnancy, or any other characteristic protected under Mexico's Federal Labor Law and Federal Law to Prevent and Eliminate Discrimination, or Brazil's Federal Constitution, Consolidation of Labor Laws (CLT), and Law 9.029/1995.\nSafe and Respectful Workplace:\nFIQ maintains a safe and respectful workplace with zero tolerance for harassment or discrimination, consistent with Mexico's Federal Labor Law and NOM-035-STPS-2018 and Brazil's Law 14.457/2022. Every contractor and employee is covered by our anti-harassment policy from day one.\nLearn More About Us:\nWebsite: fulfillmentiq.com | LinkedIn: Fulfillment IQ | eCom Logistics Podcast (Spotify, YouTube)","description_format":"text","description_chars":9616,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Portuguese","level":"All levels","optional":false},{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Health insurance","Hybrid work","Stock options","Wellness"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-27T15:24:31Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":20,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/fulfillment-iq-application-support-engineer-manhattan-active","json_url":"https://alion.io/job/fulfillment-iq-application-support-engineer-manhattan-active.json","meta":{"generated_at":"2026-10-29T10:09:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15315,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449801},"rest":"https://alion.io/mcp/rest/get_company?id=449801"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffulfillment-iq-application-support-engineer-manhattan-active"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffulfillment-iq-application-support-engineer-manhattan-active"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffulfillment-iq-application-support-engineer-manhattan-active"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fulfillment-iq-application-support-engineer-manhattan-active\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffulfillment-iq-application-support-engineer-manhattan-active"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3340781}},{"tool":"search_jobs","arguments":{"company":"fulfillmentiq.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3340781},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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