Provide front-line technical support for hosted/cloud customer environments: troubleshoot application, system, database, integration and networking issues; engage customers; run SQL scripts and restores; manage permissions, file transfers, and service restarts; escalate with diagnostics and maintain KB/runbooks to reduce recurring issues.
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.
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