L2/L3 Support Engineer - Manhattan Active Omni (OMS/DOM) (New York)

Are you experienced with Manhattan Active Omni (MAO) and passionate about ensuring the stability, reliability, and performance of enterprise‑grade order management platforms?

If you excel at solving complex issues, enhancing integrations, and owning platform health end‑to‑end, we’d love to connect with you!

Remote role | Collaboration with U.S.–based teams

Key Responsibilities

• L2/L3 incident and problem management , including triage, severity assignment, RCA, permanent fixes, and problem backlog management.
• Develop and maintain runbooks/playbooks for recurring issues (order orchestration failures, retries, payment/PCI tokenization issues).
• Monitor and optimize integrations between MAO and eCommerce, ERP, PIM, CRM, payment gateways, WMS, TMS, and Last Mile systems.
• Validate SaaS release notes, assess regression impacts, manage feature toggles, and support UAT, blue/green, and canary release strategies.
• Track and improve key performance metrics: order throughput, DOM latency, pick SLAs, allocation performance, among others.
• Ensure compliance with security standards , including PCI, data minimization, and secrets management.
• Collaborate closely with Manhattan Associates Support , cross-functional vendors, and internal SRE/Infrastructure teams.

What We’re Looking For

• 8+ years of overall experience , including 3–5+ years working hands‑on with Manhattan Active Omni / OMS (SaaS, multitenant).
• Deep expertise in order promising/DOM , sourcing rules, split/merge logic, backorder/preorder, and store fulfillment (BOPIS, Ship‑from‑Store, ROPIS).
• Strong integration background: REST, GraphQL, event streaming, iPaaS/ESB , and advanced error‑handling patterns.
• Hands‑on experience with observability (logs, metrics, traces), dashboards, alerts, and synthetic checks (Datadog is a plus).
• Familiarity with ITIL, ServiceNow, Jira/ADO, Confluence, and CI/CD fundamentals.
• Excellent written and verbal communication skills to interact with U.S. stakeholders.

What We Offer

Compensation: MXN gross salary, performance-based bonuses, 1-month Christmas bonus, welcome kit, and a USD 300 home office setup bonus.

Professional Growth: Continuous learning opportunities and ongoing training programs.

Benefits: Comprehensive health insurance, savings fund, grocery vouchers, gym membership, internet bonus, discounts, and more.

Time Off: 16 vacation days, 2 floating days, and public holidays.

Work Environment: A dynamic and collaborative culture where your ideas are valued and transformed into real‑world solutions, with engagement activities to celebrate key milestones.