Manager, Application Support

JOB TITLE: Manager, Application Support

JOB STATUS: Regular, full-time

DEPARTMENT: Application Support

REPORTS TO: Senior Director, Customer 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.

Role Description

Amtech LLC is seeking a Manager, Application Support to lead and expand our Customer Support operations in Bangalore, India the Manager of Application Support, you will oversee a team of Support Analysts dedicated to delivering high-quality technical assistance for Amtech’s suite of ERP and MES products. This position involves managing day-to-day operations, coaching and developing team members, driving process improvements, and collaborating cross-functionally with Engineering, Product Management, and Cloud Hosting teams to enhance customer outcomes. The role demands strong leadership skills, a solid technical understanding of enterprise systems, and a proven ability to foster a culture of accountability and excellence within a global support organization. By combining strategic oversight with hands-on guidance, you will ensure operational efficiency, elevate customer satisfaction, and contribute to the long-term success of Amtech’s support ecosystem.

KEY RESPONSIBILITIES

• Oversee resolution of customer support cases to maintain high satisfaction and SLA compliance. 

• Lead escalated case handling, providing timely updates and communication to customers. 

• Build and maintain strong relationships with key accounts, acting as a customer advocate internally. 

• Analyze case trends to identify recurring issues and recommend preventive or process improvements. 

• Collaborate with customers and internal teams to improve system stability, configuration, and training. 

• Manage and develop a team of 10–12 Application Support Analysts. 

• Conduct regular 1:1s, performance reviews, and skill assessments. 

• Provide coaching, feedback, and structured career development for team members. 

• Lead onboarding and training programs for new hires. 

• Address performance concerns constructively and manage formal improvement plans as needed. 

• Foster a collaborative, high-performance culture built around accountability, transparency, and continuous learning. 

• Partner with other managers to share best practices and align operational standards globally.  

• Drive adherence to Amtech’s support processes, case management standards, and documentation practices in Salesforce Service Cloud. 

• Oversee daily queue of health, case distribution, and prioritization to meet SLAs and KPIs. 

• Lead implementation of improved support workflows, automation, and knowledge management initiatives. 

• Collaborate with Product, Engineering, and Cloud Hosting on recurring issues, defect management, and process feedback. 

• Partner with HR and senior management to maintain compliance with company policies and foster engagement across the team. 

• Contribute strategic planning, budgeting, and capacity forecasting for Application Support. 

SKILLS & QUALIFICATIONS

• 5+ years of experience in customer or technical support, with at least 2 years of leadership or management capacity. 

• Strong background in enterprise application support, preferably in manufacturing or MES environments. 

• Experience with help desk or CRM platforms such as Salesforce Service Cloud. 

• Proficiency in SQL (queries, joins, data validation) and experience using SQL Server Management Studio preferred. 

• Familiarity with MES/ERP systems, production scheduling, or shop floor equipment. 

• Strong understanding of Windows Server environments, permissions, logs, and network operations; macOS familiarity advantageous. 

• Experience with remote support tools such as N-Able, Splash top, or TeamViewer. 

• Excellent communication, analytical, and decision-making skills. 

• Demonstrated ability to lead, motivate, and develop technical teams. 

• Proficient in Microsoft Office, particularly Excel for reporting and data analysis. 

• Experience managing distributed or hybrid global support teams preferred. 

• Prior experience in the corrugated, folding carton, or label industry preferred.  

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.