L2 Senior, Support

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 Application Support Analysts to support our Encore ERP platform serving the corrugated and folding carton manufacturing industry. This role focuses on troubleshooting customer-reported issues, validating data, and supporting core business workflows such as order management, inventory, production scheduling, and shipping. Encore issues can impact daily plant operations and order processing. Analysts must understand business impact and escalate appropriately when needed. This role supports global customers within a follow-the-sun model and includes both on-prem and evolving SaaS environments.

Global Coverage Expectations

• Support customers across multiple time zones

• Handle cases during U.S. off-hours

• Accept structured handoffs from U.S. support

• Provide documented shift updates

• Attend occasional U.S.-scheduled training sessions

• Demonstrate flexibility with schedule adjustments when required

KEY RESPONSIBILITIES

• Own and manage assigned support cases end-to-end

• Troubleshoot common ERP workflows (orders, inventory, scheduling, shipping)

• Use SQL (primarily SELECT queries) for data validation

• Review logs and validate configuration settings

• Identify when to escalate complex issues

• Document clear case notes and handoffs

• Create knowledge base content for recurring issues

• Collaborate internally via Microsoft Teams

SKILLS & QUALIFICATIONS

• 4+ years supporting enterprise software

• Exposure to ERP, MES, or manufacturing systems

• Working knowledge of SQL (queries and joins)

• Familiarity with Windows-based applications

• Strong written English communication skills

• Ability to follow structured support processes

• Willingness to support global customers

Preferred Experience

• Corrugated or folding carton manufacturing exposure

• Understanding of basic business processes (order-to-cash, inventory, logistics)

• Experience using ticketing systems (Salesforce Service Cloud preferred)

• SaaS or cloud application exposure

Formal Packaging Education (Preferred) Candidates with formal education in Packaging Technology from recognized institutions are encouraged to apply, including:

• Indian Institute of Packaging (Mumbai or Bengaluru)

• SIES School of Packaging (Mumbai)

• ASC Centre & College (Bengaluru)

• Other recognized packaging programs in India

What Makes You Successful

• You enjoy solving problems and learning new systems

• You take ownership of your assigned cases

• You follow process and document your work clearly

• You think in workflows, not just screens

• You build knowledge over time and apply it to future issues

Work Environment

• Cases managed in Salesforce Service Cloud

• Written communication is primary

• No live inbound phone queue

• Daily collaboration via Microsoft Teams

• Fast-paced, SLA-driven environmen

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.