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Application Support Engineer - Manhattan Active
Fulfillment IQ. Own advanced troubleshooting, incident investigation, and root cause analysis for a global Manhattan Active WM and Order Management platform in production .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in advanced troubleshooting and incident management for Manhattan Active WM and Order Management platforms, with a focus on root cause analysis, vendor escalation, and operational support in a 24x7 environment. Proficient in analyzing application logs and monitoring data to ensure business-critical operations are maintained effectively.
Highest-signal resume keywords
Manhattan Active WM SupportLevel 3 Application SupportRoot Cause AnalysisIncident Management ProceduresProfessional Working Proficiency in English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Advanced TroubleshootingIncident InvestigationApplication Log AnalysisAPI Transaction AnalysisConfiguration DiagnosticsData Processing DiagnosticsMonitoring Data AnalysisVendor Fix ValidationPost-Incident ReviewMTTR Reduction
Soft Skills
Technical LeadershipEffective CommunicationProblem-SolvingCollaborationAttention to Detail
Tools & Technologies
Manhattan Active WMOrder Management PlatformMonitoring DashboardsTroubleshooting GuidesIncident Records
Certifications & Qualifications
SAT Registration (RFC) for MexicoCNPJ Registration for Brazil
Industry Keywords
WMS OperationsOMS OperationsIncident ManagementProblem ManagementChange Management
About the role
Key responsibilities & impact- Own advanced troubleshooting, incident investigation, and root cause analysis for a global Manhattan Active WM and Order Management platform in production
- Investigate and resolve complex Level 3 incidents on Manhattan Active WM and/or OM
- Provide technical leadership during high-priority incidents
- Prepare complete escalations to Manhattan Associates with evidence, reproduction steps, and impact
- Drive resolution and vendor escalation
- Run structured root cause analysis and drive permanent corrective actions
- Improve monitoring, health checks, dashboards, and alerting
- Keep disciplined incident records, known-error articles, troubleshooting guides, and shift handovers
- 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
- Validate vendor fixes
- Contribute to post-incident reviews and corrective action plans
- Identify recurring incidents and systemic risks
- Feed recurring problems into template, configuration, or extension improvements
- Reduce incident volume and MTTR
- Validate fixes and support release readiness and post-release monitoring
- Work in a 24x7 global support model with shift rotation and primary coverage aligned to US time zones
- Report to the Lead Consultant, Enterprise Systems
Requirements
What you’ll need- Open to candidates residing in Mexico or Brazil
- Legally authorized to work in Mexico or Brazil
- 3+ years in Level 3 application support or advanced production troubleshooting
- Hands-on Manhattan Active WM or Order Management production support experience
- Experience analyzing application logs, API transactions, integration messages, and monitoring data to isolate root cause
- Experience diagnosing incidents across configuration, integrations, application behavior, and data processing
- Experience supporting business-critical WMS or OMS operations within incident, problem, and change management procedures
- Willing and able to work a structured 24x7 shift rotation with clean shift handovers
- Professional working proficiency in English, written and spoken
- Native or fluent Spanish (Mexico) or Portuguese (Brazil)
- Spanish is a plus for Brazil-based candidates
- Mexico contractors must be registered with the SAT (RFC) and able to issue CFDI electronic invoices
- Brazil contractors must operate through their own registered company (CNPJ) and be able to issue service invoices (nota fiscal)
Benefits
Comp & perks- Statutory social security coverage (IMSS in Mexico, INSS in Brazil), plus private medical insurance where offered 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 respect local labour 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 learning and development budget, with support for skills, leadership, and career progression
- Remote and hybrid work options
- Flexible hours aligned to role and client needs
- Equipment and workstation allowances
- Internet and business travel reimbursements
- Team events and offsites
- Statutory benefits for employees through the employer of record
- Professional Growth, Flexible Work, and Additional Perks apply to contractors and employees