Manhattan Active Warehouse Management (MAWM) Support Engineer

Job Role: Manhattan Active Warehouse Management (MAWM) Support Engineer

Location: Atlanta, GA 30339 (Onsite)

Duration: Long Term Contract

Job Description:

• We are seeking an experienced Manhattan Active Warehouse Management (MAWM) Support Engineer to support and stabilize recently productionized Distribution Centers operating on Manhattan Active Warehouse Management.
• The role will provide application support, incident management, defect triage, production monitoring, business user support, integration troubleshooting, SCI reporting support, and coordination with Manhattan and cross-functional teams to ensure seamless warehouse operations.
• The ideal candidate should bring strong MAWM production support expertise, deep warehouse operations knowledge, hands-on experience with Manhattan Integration Framework (MIF), SCI reporting capabilities, and experience supporting integrations with ERP, OMS, TMS, WCS/MHE automation platforms.
• Experience with warehouse robotics solutions such as Brightpick and willingness to travel for onsite support activities are highly desirable.

Key Responsibilities

• Production Support and Incident Management
  • Provide L2/L3 production support for Manhattan Active Warehouse Management.
  • Monitor production environments and ensure system availability and performance.
  • Analyze, troubleshoot, and resolve application incidents within agreed SLAs.
  • Manage Sev1, Sev2, and business-critical incidents through closure.
  • Participate in war-room calls and provide timely stakeholder updates.
  • Perform root cause analysis (RCA) and drive permanent corrective actions.
• Functional and Operational Support
  • Support inbound, outbound, inventory, replenishment, wave planning, and labor-related warehouse processes.
  • Support inventory adjustments, cycle count reconciliation, condition code management, and inventory control processes.
  • Analyze and resolve inventory discrepancies across bins and License Plate Numbers (LPNs).
  • Manage inventory status transitions including serviceable, damaged, hold, quality, and recall-locked inventory.
  • Understand how condition codes segment inventory by physical or disposition state, and how adjustments record quantity or status corrections.
  • Work closely with DC operations teams to troubleshoot warehouse execution and inventory issues impacting distribution center operations.
  • Validate configuration changes and support release deployments.
• Integration and Technical Support
  • Support integrations between MAWM and enterprise applications including ERP, OMS, TMS, WCS, MHE automation, and robotics solutions.
  • Hands-on experience with Manhattan Integration Framework (MIF), including monitoring inbound/outbound transactions, interface queues, and integration logs.
  • Analyze MIF inbound and outbound logs and troubleshoot interface failures based on transaction/message-level findings.
  • Review logs, API transactions, message queues, and system alerts.
  • Coordinate with Manhattan Support, product teams, infrastructure teams, integration partners, and automation teams as needed.
• Continuous Improvement
  • Identify recurring operational issues and drive stabilization initiatives.
  • Build knowledge articles, support playbooks, SOPs, and runbooks.
  • Recommend process improvements to improve warehouse productivity and reduce support dependency.
  • Participate in cutover, hypercare, and future DC rollout activities.
• Reporting and Analytics
  • Manhattan SCI (Supply Chain Intelligence)
  • Hands-on experience creating and supporting ad-hoc SCI reports and dashboards.
  • Monitor inventory flow, order processing, shipment execution, and fulfillment accuracy.
  • Evaluate warehouse labor utilization, distribution efficiency, and operational KPI trends.
  • Track system health, report performance, and long-running reports to prevent software performance issues.
  • Identify reporting bottlenecks and support stakeholders with timely operational insights.

Required Skills:

• Manhattan Active
  • Hands-on experience supporting MAWM in production environments; strong understanding of configuration, operational flows, issue triage, and support processes.
• Warehouse Processes
  • Receiving, putaway, replenishment, picking, packing, shipping, inventory management, cycle counts, returns, inventory adjustments, condition codes, and LPN/bin-level inventory control.
• Integration Skills
  • Hands-on experience supporting MAWM integrations with ERP, OMS, TMS, WCS, MHE automation, and robotics platforms. Strong knowledge of MIF inbound/outbound logs and interface troubleshooting.

Technical Skills

• REST APIs, web services, SQL for data validation, log analysis, message monitoring, production alert review, and transaction-level troubleshooting.
• Reporting Skills
  • Manhattan SCI reporting, ad-hoc reports, operational dashboards, inventory / order flow reporting, labor and distribution efficiency analysis, and report performance monitoring.
• Support Governance
  • Incident management, problem management, change management, RCA preparation, SLA tracking, and ITIL-aligned support practices.
• Communication
  • Ability to work with DC operations, supervisors, business stakeholders, Manhattan Support, and cross-functional IT teams during critical incidents.

Preferred Skills

• Experience supporting MAWM go-live, hypercare, and stabilization phases.
• Exposure to Manhattan Active Platform architecture and cloud-based application environments.
• Working experience with MAWM integration to robotics tools; MAWM to Brightpick Robotics experience is highly preferred.
• Experience supporting WCS/MHE automation systems, robotic picking, automated fulfillment, and highly automated DC environments.
• Knowledge of Splunk, Dynatrace, Azure Monitor, or similar monitoring tools.
• Experience working in 24x7 support environments with flexible coverage for critical incidents.
• Agile, DevOps, and release management exposure.
• Hypercare, Stabilization, and Site Support Responsibilities Area Expected Contribution Daily Operations Review operational dashboards, incident trends, application alerts, transaction failures, SCI reporting health, and inventory/order flow issues for production DCs.
• DC Support
  • Support DC Operations Managers, warehouse supervisors, and business users during critical operational windows.
• Issue Triage
  • Lead triage calls, coordinate with Manhattan, integration, automation, and infrastructure teams, and drive issues to closure.
• Knowledge Build
  • Create runbooks, self-service diagnostic steps, FAQs, MIF troubleshooting guides, SCI reporting checks, and escalation procedures for recurring issues.