Support Analyst III

About Vista Equity Partners

Vista Equity Partners is a leading global investment firm focused exclusively on enterprise software, data, and technology-enabled businesses. With over $100B in assets under management and a portfolio of 90+ software product companies worldwide, Vista accelerates growth through operational excellence, shared expertise, and long-term partnership. In India, Vista’s presence continues to expand with 45+ portfolio companies employing more than 17,000 professionals across technology, product, customer success, and operations — reinforcing India’s strategic role as a hub of innovation and talent within the Vista ecosystem.

Through its Agentic AI Factory, Vista is embedding Generative AI across its global portfolio — enabling companies to integrate intelligent, responsible AI into products, operations, and decision-making. This initiative is strengthened through portfolio-wide learning programs, leadership workshops, and AI hackathons that foster innovation, build fluency, and accelerate practical AI adoption across teams.

About Amtech

Amtech is a leading provider of enterprise software solutions for the packaging, printing, and manufacturing industries. Our integrated systems streamline order management, production planning, scheduling, inventory, and business analytics — empowering customers to drive efficiency, reduce costs, and improve operational performance. With a strong commitment to innovation and customer success, Amtech delivers reliable technology backed by deep industry expertise.

With Vista’s investment and strategic guidance, we combine the agility of a growing technology organization with the scale, stability, and career mobility of a global software ecosystem.

Our Employee Value Proposition

Role Description

Amtech is hiring a Technical Support Engineer to support our hosted and cloud-based customer environment. This role sits at the front line of technical support and handles infrastructure-related issues across systems, applications, and integrations. The focus is on resolving issues quickly, minimizing escalations, and maintaining system stability for customers in the manufacturing industry.

KEY RESPONSIBILITIES

Customer Support & Issue Resolution

• Act as first technical contact for infrastructure issues

• Troubleshoot across application, system, and integration layers

• Engage directly with customers

• Own issues through resolution

Environment & System Support

• User access and permission updates

• Script execution and configuration updates

• FTP and file transfer troubleshooting

• Service restarts and system checks

• Resolve performance, disk, and connectivity issues

Database & Application Support

• Run SQL scripts and restore databases

• Validate data and troubleshoot performance

• Handle cross-layer issues

Integrations & Cross-System Troubleshooting

• Troubleshoot integrations (EDI, APIs, third-party tools)

• Handle cross-boundary issues

• Support updates and configuration changes

Escalation & Collaboration

• Escalate with clear diagnostics

• Partner with support and engineering teams

• Reduce unnecessary escalations

Documentation & Continuous Improvement

• Maintain knowledge base and runbooks

• Document recurring issues

• Improve support processes

Skills & Qualifications

• • 3–7 years in support roles

• • Experience with production systems

• • Customer-facing support experience

• Technical Skills

• • Windows troubleshooting

• • Basic networking (DNS, ports)

• • Active Directory

• • SQL Server (SSMS, scripts, backups)

Preferred Qualifications

• • AWS fundamentals

• • Linux basics

• • SaaS / cloud concepts

• • Integration and API troubleshooting

• Industry Experience (Preferred)

• • Manufacturing systems experience

• • Understanding of workflows (orders, production, inventory)

• • Packaging industry is a plus

• Ways of Working

• • 90-day US overlap (4–5 hours)

• • Transition to India hours

• • Weekend/on call required

• What Success Looks Like

• • High resolution without escalation

• • Strong customer communication

• • Cross-system knowledge growth

• • KB contributions

• • Improved response times

Why Join Amtech

At Amtech, you will drive meaningful financial impact in a growing enterprise software organization while benefiting from Vista’s world-class ecosystem. You’ll collaborate with talented peers, leverage cross-portfolio learning programs, and help shape the future of Amtech’s financial operations and systems. Build your career with Amtech — backed by the strength, scale, and innovation culture of Vista.